Director, Customer Success
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Job Description
Director, Customer Success leading complaint and escalation management at Brightspeed. Driving improvements across products, policies, and operations for enhanced customer experiences.
Responsibilities:
- Lead the company’s customer complaint and escalation management strategy
- Own the end-to-end customer complaint management framework across all channels
- Establish standards, SLAs, and governance for complaint intake, investigation, and resolution
- Serve as the primary owner for executive-level and high-risk customer escalations
- Partner with Legal, Compliance, Product, Operations, and Executive Leadership to resolve sensitive cases
- Analyze customer feedback from complaints, surveys, NPS/CSAT, call listening, and social channels
- Lead cross-functional initiatives to eliminate root causes of customer issues
- Define KPIs to measure complaint resolution effectiveness and customer sentiment.
Requirements:
- 8+ years of experience in Customer Experience, Customer Advocacy, Operations, or Escalations
- Proven leadership experience managing complaint resolution and executive escalations
- Strong background in contact center, B2C, or customer-facing operational environments
- Demonstrated success influencing cross-functional teams without direct authority
- Exceptional written and verbal communication skills, including executive-level presentations
- Strong analytical skills with the ability to translate customer data into business action.
Benefits:
- Competitive medical, dental, vision, and life insurance
- Employee assistance program
- 401K plan with company match
- Paid time off
- Technology that enables remote work
- Professional development opportunities
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