Director of Customer Service

Job description About AppJaxx AppJaxx is a rapidly growing marketing agency that partners with marketing firms, franchisors, business brokers, and B2B service providers to help them scale through LinkedIn lead generation, appointment-setting systems, and automated CRM workflows. By combining data, technology, and strategy, we deliver predictable and sustainable growth for our clients. As we continue to expand, we are seeking an experienced Director of Customer Service to lead and optimize the client experience across all touchpoints. Position Overview The Director of Customer Service will be responsible for overseeing the end-to-end client experience, ensuring high levels of satisfaction, retention, and service quality. This role focuses on building strong client relationships, improving support systems, and maintaining consistent communication throughout the client lifecycle. The ideal candidate is client-focused, highly organized, and proactive—someone who can lead support teams, resolve issues efficiently, and ensure a seamless experience for every client. Key Responsibilities Oversee the client experience across onboarding, campaign execution, and ongoing support. Develop and implement customer service strategies to improve satisfaction and retention. Establish and monitor customer success KPIs, including response times, satisfaction scores, and retention rates. Build and maintain standard operating procedures (SOPs) for client communication and support workflows. Act as the primary escalation point for client issues and ensure timely resolution. Collaborate with sales, marketing, and operations teams to ensure a smooth client journey. Continuously gather client feedback and implement improvements to enhance service quality. Ensure consistent communication and reporting to clients regarding campaign performance. Manage customer service tools, CRM systems, and support platforms. Lead, train, and mentor customer service and client success teams to maintain high performance. Keywords customer-lifecycle onboarding customer-success-management performance-indicator standard-operating-procedure-sop maintenance-repair-and-operations-mro reporting-and-disclosure adaptive-project-management-and-reporting candidate-relationship-management crm customer-relationship-management-crm mentoring