Director of Customer Service (47272)
About The Position
Join our innovative team at Batchline Solutions where we are committed to help more food brands redefine the dining experience for their customers by blending creativity, practicality, and smart solutions. Our team of culinary experts includes award-winning chefs, presidents of iconic food brands, and over 70 years of combined business, operations, and technology experience—not to mention, an unwavering passion for food. We are currently seeking dedicated and experienced individuals to fill the Director of Customer Service role. The primary responsibilities of this role is lead strategy, operations, and performance of our customer support function, ensuring an exceptional end-to-end experience for subscribers across ordering, delivery, product quality, and issue resolution. This role is responsible for building a scalable, data-driven customer service organization that enhances retention, strengthens brand loyalty, and drives continuous improvement across operations, fulfillment, and product teams.
Requirements
- 8+ years of progressive customer service leadership experience
- Proven experience scaling customer support operations in high-growth environments
- Strong analytical and data-driven decision-making skills
- Experience managing outsourced call centers
- Familiarity with CRM platforms (Zendesk, Salesforce, Freshdesk, etc.)
Nice To Haves
- 3–5 years in food manufacturing, meal kits, subscription services, e-commerce, or CPG preferred
- Knowledge of food safety, quality assurance, and supply chain environments is a plus
Responsibilities
- Develop and execute a customer service strategy aligned with company growth goals
- Establish KPIs (CSAT, NPS, churn, resolution time, cost per contact, etc.)
- Build scalable systems to support subscription growth and seasonal demand spikes
- Partner with executive leadership to elevate customer experience as a competitive advantage
- Oversee daily customer service operations (phone, chat, email, social)
- Manage third-party call centers and in-house support teams
- Implement SOPs for common meal kit issues (late deliveries, damaged ingredients, substitutions, dietary concerns)
- Optimize workforce planning and scheduling based on order volumes
- Develop proactive retention and save strategies
- Analyze churn drivers and implement corrective action plans
- Collaborate with Marketing on loyalty programs and win-back campaigns
- Own the voice-of-customer program and feedback loops
- Work closely with Operations, Supply Chain, Quality Assurance, and Logistics to reduce recurring issues
- Partner with Product and Culinary teams on customer feedback regarding recipes, packaging, and ingredient quality
Benefits
- Medical, Dental, Vision and Life Insurance
- HSA and FSA account options
- Employee assistance program
- Employee discount
- 401(K) with a match
- Paid Holiday
- Paid Time Off Policy
- Earned Sick Leave
- Access to our weekly internal Farmer's Market, where you can take home free quality produce and pantry items.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
