Director of Customer Service
ThriftBooks
- Location
- Dallas, TX (Hybrid)
- Posted
- October 22, 2026
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Sign inJob Description
ThriftBooks is seeking an experienced Director of Customer Service to lead customer service strategy and operations across our direct-to-consumer eCommerce business. This role will focus on delivering an exceptional customer experience, developing high-performing teams, improving operational efficiency, and leveraging technology to continuously improve service quality and customer satisfaction.
As the Director of Customer Service, you'll lead the strategy, operations, and continued evolution of ThriftBooks' customer service organization, with a focus on delivering an exceptional customer experience, developing high-performing teams, improving operational efficiency, and leveraging technology to support our growing eCommerce business.
Responsibilities
- Develop and execute a customer service strategy focused on customer satisfaction, operational efficiency, and continuous improvement
- Oversee customer service operations across multiple locations and remote teams, ensuring consistent service quality and performance
- Establish and manage key performance metrics, including customer satisfaction, response times, resolution rates, productivity, and operational costs
- Lead, coach, and develop Customer Service Managers, Team Leads, and frontline teams, fostering accountability, collaboration, and professional growth
- Oversee staffing, workforce planning, performance management, and resource allocation to support business needs
- Leverage AI, automation, self-service solutions, and emerging technologies to improve customer experience and operational efficiency
- Partner with Marketing, Operations, Technology, Finance, and other departments to resolve recurring issues and improve the customer journey
- Use customer feedback, performance data, and industry trends to identify opportunities for innovation and process improvement
- Oversee escalated customer concerns, returns, refunds, and fraud-related activity, balancing customer satisfaction with financial responsibility
- Manage departmental budgets and operational costs, identifying opportunities to improve efficiency, reduce risk, and protect profitability
Location
- This is a hybrid position with in-person days in our Dallas, TX Processing Center
- Occasional travel to Seattle, WA Corporate Office is required
Compensation and Benefits
- Base salary: $135k – $160k/yr (the good-faith hiring base salary range for this position; individual salaries are determined by a variety of factors including, but not limited to, business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training)
- Annual 10% bonus incentive
- Competitive compensation package
- Paid Time Off at accrual rate of 15 days per year
- Six paid holidays per calendar year
- Medical & Vision Insurance
- Dental Insurance
- Company paid STD/LTD
- Company paid Life Insurance
- 401k match program
- Professional development & growth opportunities
- Work with nice, fun people
- FREE BOOKS!
Additional Information
- ThriftBooks is unable to provide employment visa sponsorship at this time
- Applicants must be legally authorized to work in the United States
- All candidates must be willing to authorize a background check
- All applicants agree to ThriftBooks Privacy Notice for Employment-Related Personal Data: https://www.thriftbooks.com/s/employment-privacy-notice/
