Director of Customer Service

ThriftBooks • Dallas, TX

4d • Hybrid

About The Position

ThriftBooks is seeking an experienced Director of Customer Service to lead customer service strategy and operations across its direct-to-consumer eCommerce business. The role focuses on delivering an exceptional customer experience, developing high-performing teams, improving operational efficiency, and using technology to improve service quality and customer satisfaction.

The Director will lead the strategy, operations, and continued evolution of the customer service organization. This is a hybrid position with in-person days at the Dallas, Texas Processing Center and occasional required travel to the Seattle, Washington Corporate Office. The base salary range is $135,000–$160,000 per year. ThriftBooks is unable to provide employment visa sponsorship; applicants must be legally authorized to work in the United States and willing to authorize a background check.

Requirements

• 8+ years of experience in customer service operations, including leading teams.
• Proven success leading and scaling customer service operations in an eCommerce or direct-to-consumer environment.
• Strong understanding of customer service metrics, operational efficiency, and performance management.
• Experience developing high-performing teams across multiple locations or remote environments.
• Experience leveraging technology, automation, and customer service tools to improve efficiency and customer experience.
• Strong analytical, financial, and problem-solving skills, with experience managing budgets, improving processes, and driving measurable results.
• Proven ability to lead change and collaborate effectively across departments.
• Bachelor's degree in Business, Management, or a related field, or equivalent experience.
• Legally authorized to work in the United States.
• Willingness to authorize a background check.

Nice To Haves

• Experience in high-volume eCommerce customer service operations.
• Experience implementing AI, chatbots, self-service solutions, or CRM technologies.
• Experience balancing customer satisfaction, operational efficiency, and cost management.
• Passion for books, reading, and sustainability.

Responsibilities

• Develop and execute a customer service strategy focused on customer satisfaction, operational efficiency, and continuous improvement.
• Oversee customer service operations across multiple locations and remote teams, ensuring consistent service quality and performance.
• Establish and manage key performance metrics, including customer satisfaction, response times, resolution rates, productivity, and operational costs.
• Lead, coach, and develop Customer Service Managers, Team Leads, and frontline teams, fostering accountability, collaboration, and professional growth.
• Oversee staffing, workforce planning, performance management, and resource allocation to support business needs.
• Leverage AI, automation, self-service solutions, and emerging technologies to improve customer experience and operational efficiency.
• Partner with Marketing, Operations, Technology, Finance, and other departments to resolve recurring issues and improve the customer journey.
• Use customer feedback, performance data, and industry trends to identify opportunities for innovation and process improvement.
• Oversee escalated customer concerns, returns, refunds, and fraud-related activity, balancing customer satisfaction with financial responsibility.
• Manage departmental budgets and operational costs, identifying opportunities to improve efficiency, reduce risk, and protect profitability.

Benefits

• Annual 10% bonus incentive.
• Competitive compensation package.
• Paid Time Off accrued at 15 days per year.
• Six paid holidays per calendar year.
• Medical and vision insurance.
• Dental insurance.
• Company-paid short-term and long-term disability insurance.
• Company-paid life insurance.
• 401(k) match program.
• Professional development and growth opportunities.
• Free books.

What This Job Offers

• Job Type: Full-time
• Career Level: Director