Job Description

Who we are:

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world. 

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations. 

For more information about our services please visit clearcaptions.com .  

Position Summary:

T he Director of Customer Service is responsible for leading and managing multiple teams, including Customer Support, Customer Success, Tier 2 Technical Support, and other operational functions such as provisioning, customer device management, and RMA (Return Merchandise Authorization) management. This role focuses on optimizing customer interactions, enhancing operational efficiency, and driving continuous improvement across all customer-facing operational teams. The Director ensures the alignment of operational processes with company objectives and oversees the development of strategies that contribute to superior customer experiences and operational excellence.

This is a Remote/Work from Home position reporting to the VP of Customer Retention . 

What you will do:

• Leadership & Strategy:

• Lead and manage the Customer Support, Customer Success, and Tier 2 Technical Support teams, including other customer operations functions (e.g., provisioning, device management, RMA).
• Develop and execute operational strategies that enhance customer experiences, improve team efficiency, and contribute to overall company objectives .
• Foster a culture of excellence, accountability, and continuous improvement across teams.
• Collaborate closely with senior leadership and other departments (e.g., IT, Product, Sales, Marketing) to align operational initiatives with organizational goals.

• Operational Efficiency & Process Improvement:

• Identify opportunities for streamlining operational processes and improving service delivery.
• Implement Lean Six Sigma methodologies and other process improvement tools to increase efficiency and effectiveness.
• Ensure processes are scalable and aligned with business growth.
• Lead initiatives aimed at reducing operational costs while improving the quality of service.

• Customer Experience & Retention:

• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for all customer-facing teams.
• Develop feedback mechanisms to assess customer satisfaction and identify areas for improvement partnership with Compliance and Regulatory. 
• Work closely with the Customer Retention and Success teams to identify and mitigate churn risks.
• Oversee the development of strategies to enhance customer loyalty and retention.

• Team Development & Performance Management:

• Build and mentor high-performing teams by identifying and nurturing talent.
• Conduct regular performance evaluations, providing constructive feedback, and facilitating professional growth opportunities.
• Ensure proper staffing levels and skillsets are in place to meet operational demands.
• Drive employee engagement, ensuring a positive and collaborative work environment.

• Technology & Tools:

• Partner with the IT and Product teams to ensure the effective use of customer support systems, CRMs, and other operational tools.
• Drive the adoption of AI, machine learning, and other emerging technologies to improve service delivery and operational efficiency.
• Oversee system implementations, upgrades, and changes that impact customer operations, ensuring minimal disruption to service.

• Cross-functional Collaboration:

• Collaborate with other departments, including Product Development, Sales, and Marketing, to align operational activities with company-wide initiatives.
• Represent the voice of the customer in cross-functional discussions and decision-making processes.
• Partner with the Quality and Training teams to ensure the alignment of operational activities with best practices and compliance requirements.
• Take an active talent management approach to onboard, mentor and inspire a diverse, highly engaged, and skilled team .  Continually upgrade talent through timely talent management, development, succession planning and recruitment.

Qualifications: 

• Bachelor's degree in Business , Operations Management, or a related field. A Master's degree is preferred.
• 8+ years of experience in customer operations, including at least 5 years in a leadership role.
• Proven experience managing cross-functional teams (Customer Support, Customer Success, Technical Support).
• Strong understanding of customer support systems and CRM platforms (Salesforce, Zendesk, etc.).
• Lean Six Sigma certification (preferred) with demonstrated experience in driving process improvements.
• Excellent leadership, organizational, and interpersonal skills.
• Strong problem-solving and analytical skills, with a focus on data-driven decision-making.
• Experience in managing change and implementing new technologies or systems within an operational team.
• Exceptional communication and collaboration skills, with the ability to influence stakeholders across the organization .
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Strong analytical, planning and budgeting skills .  Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes .
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• D emonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)

Physical Demands :

• Employees may experience the following physical demands for extended periods of time:   

• Sitting, standing and walking (95-100%)    
• Keyboarding (70-90%)    
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)  

Work Environment : 

• 100% Remote: Work environment is at home. 

Compensation : 

$134,400 - $173,500 prospectively plus 15% variable pay with consideration to experience and geographical location .  Please see for an overview of our generous benefits program.

Intrigued to learn more? 

When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like. 

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. 

Disclaimer: 

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

CC does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

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