Director of Customer Service
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
About Growth Assistance
Growth Assistance is a fast-growing marketing agency that helps marketing agencies franchisors business brokers and B2B service providers scale through LinkedIn lead generation appointment-setting systems and automated CRM processes. Our focus is on combining data technology and strategy to create predictable growth for our clients.
As we continue to expand were looking for a Head of Customer Service to lead our client experience strategy strengthen support systems and ensure exceptional service across all client touchpoints.
Position Overview
The Head of Customer Service will oversee all client support and success operations ensuring a high-quality consistent experience throughout the client lifecycle. This role is critical in improving client satisfaction retention and long-term value as the company scales.
The ideal candidate is customer-obsessed and process-drivensomeone who can build scalable service systems lead support teams and turn client feedback into continuous improvement.
Key Responsibilities
- Lead and manage the customer service and client support function across all accounts.
- Build and implement scalable customer service systems workflows and support processes.
- Ensure timely professional and effective resolution of client inquiries and issues.
- Develop and monitor key customer service KPIs including satisfaction retention response times and churn.
- Establish and maintain clear SOPs for client communication onboarding support and issue escalation.
- Collaborate closely with Sales Operations and Delivery teams to ensure a seamless client experience.
- Gather and analyze client feedback to identify service gaps and improvement opportunities.
- Train manage and support customer service team members to maintain high service standards.
- Act as a senior point of escalation for key client concerns when needed.
- Foster a customer-first culture focused on accountability empathy and continuous improvement.
Company Industry
IT Services and IT Consulting
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
