Headquarters: New York
URL: https://siennacharles.com

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.

Our Application Process:

• As a prestigious luxury company, we receive a high volume of applications for each role. To help us evaluate candidates thoughtfully and efficiently, we ask all applicants to complete a short set of written questions and include a brief video introduction.
• Candidates who complete both the written questions and the video will be considered for the next stage of interviews. These responses allow us to get a meaningful sense of your communication style, problem-solving approach, and alignment with our values before moving forward.'

Questions:

1. Describe a time you inherited a broken or inefficient operational process. What specific steps did you take to fix it, and what was the result? Be as concrete as possible.
2. Explain your experience leading a Customer Service team in a high-touch or high-expectation environment. What were your responsibilities, and how did you ensure quality and accuracy?
3. Walk me through a system or workflow you built from scratch (SOP, automation, dashboard, training guide, etc.). What problem were you solving, what tools did you use, and how did you measure its success?
4. Our team often faces urgent client escalations and fast-moving operational issues. How do you stay calm, prioritize correctly, and make good decisions under pressure?
5. VIDEO ANSWER - Please record a short loom video answering: Describe your management style. Include details on the smallest and largest teams you’ve managed, how you structured communication, and how you ensured consistent accountability and performance.

Note: When submitting your application and responses, kindly include your country of residence, LinkedIn Profile, and Resume.

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.

To apply: https://weworkremotely.com/remote-jobs/sienna-charles-llc-customer-service-director-full-time-role