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Customer Service Director Role at Sienna Charles. Location Information: . Summary. Sienna Charles, a premier luxury lifestyle company featured in Forbes is seeking a hands-on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high-touch luxury client experience.. Key Responsibilities. Customer Service Leadership. - Oversee and coach the CS team day-to-day, ensuring high-touch, accurate client support.. - Establish clear service standards and ensure the team consistently meets them.. - Handle escalations directly and resolve issues with urgency and professionalism.. - Audit service quality, identify gaps, and implement fixes immediately.. - Lead ongoing training, expectation-setting, and performance management.. - Maintain up-to-date SOPs that reflect best practice service delivery.. Operational Execution. - Translate the CEO’s vision into clear plans and oversee execution across the CS function.. - Build new processes, checklists, and workflows that scale with company growth.. - Identify breakdowns or inefficiencies in CS operations and fix them fast.. - Maintain dashboards, KPIs, and weekly service performance reviews.. Process Improvement and Automation. - Improve workflows using Monday.com, Zendesk, Guru, and automation tools.. - Create tools, templates, and automations that reduce manual work and eliminate errors.. - Continuously refine CS systems for speed, clarity, and accuracy.. Problem Solving and Escalation Management. - Act as the first point of escalation for client or operational service issues.. - Troubleshoot problems hands-on rather than delegating without alignment.. - Ensure smooth service continuity and strong client satisfaction at all times.. Technology Oversight. - Manage daily use of CS-related systems and coordinate with developers or vendors when improvements are needed.. - Ensure our tech stack supports high-quality, efficient, and scalable service delivery.. Who You Are. - You have a builder mindset and fix broken systems rather than just managing them.. - You are service-driven and care deeply about tone, accuracy, and client experience.. - You move quickly and maintain strong attention to detail.. - You communicate clearly and keep leadership and the team aligned.. - You take full ownership of outcomes and do not wait for others to solve problems.. Requirements. - 3 plus years leading customer service teams in a high-touch or high-expectation environment.. - Experience improving SOPs, workflows, and team structures.. - Comfort using Monday.com, Zendesk, Guru, Google Workspace, and basic automations.. - Proven ability to run a CS team and drive high-quality execution end-to-end.. - Availability in EST timezone, 8am to 5pm, with some weekend flexibility.. Why Join Us. This is a high-impact director-level role where you will shape and lead the entire CS function for a luxury brand. You will work closely with the CEO, guide a team, and build the systems that enable the company to scale with excellence.. Please mention the word **BONUSES** and tag RMTA0LjE1NC4yMDcuNTI= when applying to show you read the job post completely (#RMTA0LjE1NC4yMDcuNTI=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human..