Customer Service Director

TL;DR

Customer Service Director: Leading operations of the customer success organization to retain recurring revenue and drive incremental growth with an accent on cultivating outstanding customer loyalty and achieving operational excellence. Focus on strategic analysis of reports, managing customer escalations, and defining customer journeys.

Location: Hybrid in London, United Kingdom

Company

hirify.global is a leader in travel and expense solutions, providing an AI-powered platform to modernize financial operations and optimize spend for businesses.

What you will do

• Lead and mentor a Customer Success Management (CSM) team.
• Conduct strategic analysis of reports and manage customer escalations.
• Serve as a liaison with all internal hirify.global teams across business units.
• Coordinate process improvements, workflows, and Beta programs.
• Define and optimize the customer journey, owning key CSM team metrics.
• Recruit, groom, and inspire a world-class team, proposing organizational improvements.

Requirements

• Past role in the Customer Service industry, preferably SaaS.
• 5+ years as a Manager or similar management role.
• Successful history working cross-functionally.
• Strong interpersonal, organizational, and communication skills.
• Proficiency with Excel, Word, PowerPoint, Google Suite, and Salesforce.
• Experience with Customer Success Software (e.g., Gainsight) and collaboration software (e.g., Confluence).
• Advanced technical knowledge and ability to demonstrate product features.
• Strong knowledge of business processes (Sales, Marketing, Service, Support).
• Executive-level communication, consulting, and negotiation skills.

Culture & Benefits

• Work with an AI-powered platform helping modernize finance operations for 12M+ users across 120 countries.
• Collaborate with bright minds in finance, tech, and AI to solve real-world challenges.
• Competitive pay, flexible work, and an inclusive, collaborative environment.
• Emphasis on driving efficiency, innovation, and smarter financial decision-making for businesses everywhere.

Hiring process

• The hiring process may utilize AI tools for application and resume review, and response assessment, with final hiring decisions made by human judgment.