Director, Customer Service

• Health Insurance
• Dental & Vision Insurance
• Life Insurance
• Medical & Childcare Flexible Spending Accounts
• Education Assistance
• 401(k) with Matching
• Fitness Bank
• Pre-tax Transit Program
• PTO Bank
• Paid Holidays
• Paid Diversity Days
• Volunteer Time Off
• Referral Bonus Program
• Competitive wage ($95000 - 105000 annually)
• Hybrid work schedule

• Partner collaboratively & build health relationships with individuals across the organization.
• Keep up-to-date on the latest technology and CS trends.
• Responsible for CS service expansions including new CS support programs new business plans and/or domains.
• Responsible for sufficiently understanding and project managing technology and automation implementations. These must include system integrations through EDI CXML and APIs as well as automations through intention based chatbots ERP workflows AI/Agentic studios or other automation technologies for data processing customer experience & triage.
• Responsible for leading system upgrades and conversions where they impact CS processes or resources. This includes directing test plans reviewing new processes and providing effective direction for optimizationit is critical to understand and plan initial implementations that have clear end-states to avoid sub-optimization long-term.
• Ongoing data analysis statistical analysis & reporting of CS metrics.
• Effective budget management & managing reasonable operational costs.
• Define and implement team objectives. Develop specific short-term and long-term plans and programs together with supporting budget requests.
• Responsible for all resources and business performance of Customer Success including effective hiring training oversight and planning incident resolution attendance adherence and throughput of all virtual and human resources.
• Provide coaching to direct reports regarding management skills motivational and accountability techniques and effective process and automation development.
• Develop plans for new technology.
• Develop and implement corporate policy regarding customer initiatives.
• Consult with all segments of management responsible for policy or action. Ensure compliance within area of responsibility.
• Analyze data on a continual and ongoing basis for process improvement.
• Implement ISO & QA processes & improvement efforts.
• Responsible for all resources and business performance of Customer Success including effective hiring training oversight and planning incident resolution attendance adherence and throughput of all virtual and human resources.
• Provide coaching to direct reports with regard to management skills motivational and accountability techniques& effective process and automation development.
• Develop new short-term and long-term business initiatives for CS for continuous improvement (CI).
• Personal review of every escalation and determination of additional CI requirements.
• Regularly reviews team performance and reporting.
• Work Travel when required up to 10% of work availability.

• Effective budget management skills & budgets.
• Ability to draft proposals and statements of work
• Ability to understand plan and direct automations that depend on technologies commonly used in Customer Relationship Management
• Ability to work overtime when needed.
• Ability to work as an individual contributor as well as a strategic leader
• Ability to support sales efforts that include CS support services
• Ability to manage multiple projects simultaneously
• Account management skills
• Excellent presentation skills
• Proven track record in Customer Service
• Success in developing motivating and leading a high-performance CS team
• Strong customer focus
• Strong focus on automation and technology
• Ability to manage change
• Team oriented
• Excellent verbal communication skills
• Problem solving skills
• Ability to see the big picture
• Ability to set goals and meet them
• Ability to handle pressure and meet deadlines
• Ability to analyze complex operational problems develop innovative solutions and align them with the organizations strategic objectives.
• Strong critical thinking skills.
• Ability to read & interpret documents
• Ability to read & understand financial statements.
• Good organizational skills.
• Project management skills

• High School Diploma or equivalent experience.
• 10 years progressive CS or operations experience.
• 5 years experience managing CS Teams.
• ISO experience.

• Must have advanced computer use skills
  • Highly proficient key board kills
  • Highly proficient with MS Office suite
  • General familiarity with PC triage low-level troubleshooting research etc
• Highly proficient with CRM and ERP systems
• Some exposure to automation technologies
  • EDI CXML APIs Scripting
  • CRM-based SLA notifications
  • AI/Agentic studios Workflows etc
• Some exposure to analytics
  • Power BI
  • Jet Reports
  • Platform dashboards
  • Other Reporting tools

• CS Team Leads
• CS Representatives

EEO Employer Veterans and IWD are strongly encouraged to apply

Labelmaster is proud to be an Equal Employment Opportunity Employer and we are committed to the concept and practice of equal opportunity in all aspects of employment. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to Jay Hollins by emailing

Pay Transparency Policy Statement - The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information.

Acknowledgements & Consent

American Labelmark Company (ALC) will not consider your application for employment unless you read and sign the following. I acknowledge that any employment offer is:

Solely for at-will employment and I understand that this means that either ALC or I may terminate my employment at any time for any or for no reason. This understanding cannot be altered by anyone unless it is in writing and signed by the President of ALC; and

Conditional on the satisfactory result of any drug and/or alcohol medical examinations other tests educational requirements educational verification satisfactory references and other obligations ALC may require. I agree to sign and execute the following form included with this application packet: Consent to Drug and Alcohol Testing.

I affirm that the information I have provided in seeking employment with ALC (including this application form and any accompanying documents such as my resume) is correct and that any false or misleading information including omissions may result in my not being hired or if already hired in my dismissal.

I have no obligation to any former employer or to any other person that would prevent me from fully performing my duties to American Labelmark Company(ALC). I am not subject to any outstanding agreement or restrictive covenant inconsistent with the terms of ALC employment. Should I fail to disclose the existence of a third party obligation whether enforceable or not for cause.

I authorize investigation and verification of the information I provide in this and other documents relating to my application for employment. I authorize now and in the future all persons companies schools former employers credit bureaus and law enforcement agencies to provide ALC with information about me and I release each of the above from any liability for doing so now and in the future. I also authorize ALC now and in the future to provide information about me to conduct the investigation and verification process. I understand the public websites may be reviewed to gather information for this application and I release ALC from any liability for doing so.

If I am hired I will completely read and remain familiar with ALCs Employee Handbook and other policies as issued or amended. Please direct any questions to Human Resources at x2300