Director of Customer Service

ThriftBooks • Dallas, TX

5d • $135,000 - $160,000 • 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 is responsible for delivering an exceptional customer experience, developing high-performing teams, improving operational efficiency, and using technology to continuously improve service quality and customer satisfaction. The position is hybrid, with in-person workdays at the Dallas, Texas Processing Center and occasional travel to the Seattle, Washington Corporate Office.

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.
• Must be legally authorized to work in the United States; employment visa sponsorship is not available.
• Must be willing 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