Director of Customer Service

Nothing

5d • $170,000 - $190,000 • Remote

About The Position

Nothing is seeking a Director of Customer Service to define and own the global customer service strategy. This role involves integrating AI self-service, agent-assist tools, and predictive diagnostics across all markets. The successful candidate will build and manage the global service partner ecosystem, including repair networks, technology vendors, and AI platform partners, while meeting aggressive satisfaction and cost targets. Responsibilities include end-to-end journey optimization, identifying and fixing friction points in digital and physical service, setting global service standards and governance frameworks, and partnering with Product, Quality, and Growth teams to inform hardware and software decisions. This role also involves transforming operational and customer data into strategic recommendations and building global capabilities through training programs, knowledge systems, and AI-enabled tools.

Requirements

• 10+ years leading customer service, after-sales, or service transformation in consumer tech or telecoms, including direct experience scaling operations across multiple geographies
• Proven track record designing and running AI-enabled support: conversational AI, virtual assistants, agent-assist platforms, predictive analytics, or workflow automation
• Deep product knowledge across smartphones, audio, wearables, and connected devices, with the technical curiosity to go under the hood when needed
• Ownership mindset: you set your own targets, track the metrics that matter, and don't need a framework to tell you when something's broken
• Analytical by default: you derive clear decisions from large, messy datasets and aren't satisfied with directional insight when precision is possible
• Demonstrated experience managing global outsourced partners and cross-functional stakeholder environments across cultures and time zones
• Exceptional communication skills, up and down the org: equally comfortable briefing the CEO and coaching a regional ops team

Responsibilities

• Define and own Nothing's global customer service strategy, integrating AI self-service, agent-assist tools, and predictive diagnostics across every market
• Build and run the global service partner ecosystem: repair networks, technology vendors, and AI platform partners aligned to aggressive satisfaction and cost targets
• Lead end-to-end journey optimisation, identifying friction points in both digital and physical service and shipping measurable fixes fast
• Set global service standards and governance frameworks for phones, audio, and connected devices while keeping local markets agile and compliant
• Partner with Product, Quality, and Growth to feed real service intelligence into hardware and software decisions
• Turn large-scale operational and customer data into clear strategic recommendations for the leadership team
• Build global capability: training programmes, knowledge systems, and AI-enabled tools that upskill both internal teams and external partners

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed