Note: The job is a remote job and is open to candidates in USA. Apologia is a Christ-centered educational publishing company serving homeschool families, co-ops, and Christian schools with curriculum and learning resources. The Customer Service Director will lead the customer service department, oversee customer interactions across multiple channels, improve service operations and technology, and drive customer satisfaction, retention, and loyalty through data-informed initiatives.
Responsibilities
- Direct and manage the customer service department, setting clear goals and performance standards
- Mentor and develop a team of customer service representatives and technical support specialists to deliver exceptional customer experiences
- Foster a positive, collaborative, and high-performing remote work culture
- Partner with other departments (IT, Marketing, R&D) to ensure cohesive communication and customer satisfaction
- Oversee customer interactions across all platforms (phone, email, live chat, and help desk systems)
- Develop and enforce policies and procedures to ensure consistency, efficiency, and professionalism in customer interactions
- Monitor service metrics (response times, satisfaction scores, resolution rates) to identify trends and areas for improvement
- Handle escalated customer concerns and ensure timely, empathetic, and effective resolutions
- Lead the implementation and optimization of live chat and online support center
- Leverage CRM and analytics software to enhance responsiveness, personalization, and efficiency in customer support
- Research and recommend new technologies and systems that improve the customer service experience
- Ensure alignment of customer service technology strategy with Apologia’s digital transformation and growth goals
- Set key performance indicators (KPIs) and continuously measure performance against company objectives
- Identify and drive initiatives that increase customer retention, satisfaction, and loyalty
- Provide monthly metrics with dashboard reporting and insights to executive leadership
Skills
- • Proven experience (5+ years) in customer service leadership, preferably as a Director or Senior Manager
- • Demonstrated success implementing technology-based customer service systems (e.g., Zendesk, Freshdesk, HappyFox, or similar)
- • Excellent verbal and written communication skills with the ability to motivate and lead teams effectively
- • Strong analytical and problem-solving abilities with a data-driven mindset
- • Exceptional organizational skills with attention to detail and follow-through
- • Empathetic, customer-first mindset with a passion for continuous improvement
- • Experience in the homeschool industry is preferred but not required
Benefits
- Full-time position
- Remote work arrangement
- Comprehensive benefits package available
- 401k
- Healthcare
Company Overview