Director of Client Services

Director of Client Services

Location: Remote (South Africa)

Employment Type: Full-Time

Working Hours: US Hours (9am - 5pm EST)

Overseeing the client services team and driving strategies to deliver exceptional client support and satisfaction. This leadership position requires a proactive and experienced professional who can manage team operations, foster client relationships, and collaborate across departments to ensure seamless, high-quality service delivery.

Key Responsibilities:

• Lead, manage, and mentor the client services team to achieve performance goals and ensure professional development.
• Develop and implement client service protocols and best practices to enhance client experiences.
• Serve as a senior point of contact for escalated client issues and complex inquiries, ensuring timely resolution.
• Collaborate with sales, operations, and product teams to align client services strategies with company objectives.
• Analyze client feedback and service metrics to identify areas for improvement and implement action plans.
• Drive process improvements to increase efficiency and effectiveness within the client services department.
• Report on team performance, client satisfaction, and service KPIs to senior management.

Requirements

Requirements:

• 5+ years of experience in client services, account management, or related customer-facing leadership roles.
• Proven leadership and team management skills with the ability to motivate and develop a high-performing team.
• Strong problem-solving capabilities and a customer-centric mindset.
• Excellent communication and interpersonal skills.
• Experience with CRM and client management software.
• Ability to work effectively in a fast-paced, remote environment across time zones.
• Strong organizational skills with a focus on process optimization and quality assurance.

Benefits

• Comfortable working U.S. hours
• Remote work from home

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