CrawlJobs Logo
Proclinical Logo Proclinical · Customer Service

Director, Customer Service

United States, Boston · Job Posted January 05, 2026
Apply Position
Job Link Share

Job Description

Lead a patient‑first customer service organisation and shape exceptional experiences at the intersection of healthcare and innovation. Proclinical is seeking a Director of Customer Service to lead and develop a high-performing customer service department in Boston. The successful candidate will focus on creating exceptional patient and clinician experiences while building efficient support processes.

Job Responsibility

  • Build and lead the customer service department, including strategy, staffing, and process development
  • Establish high-performance standards and foster a culture of empathy, reliability, and responsiveness
  • Develop and oversee multiple support channels, such as phone, email, chat, patient portals, and remote troubleshooting
  • Ensure exceptional onboarding, training, and ongoing support for patients and clinicians
  • Collaborate with Clinical Affairs to support patients involved in studies or transitioning to commercial use
  • Create clear and accessible patient resources, including guides, FAQs, and troubleshooting materials

Requirements

  • Proven experience in leading customer service teams and developing support strategies
  • Strong ability to establish and maintain high-performance standards
  • Expertise in managing multi-channel support systems
  • Excellent communication and collaboration skills, particularly with clinical teams
  • Ability to create user-friendly resources tailored to patient and clinician needs
Proclinical - All Job Offers

Looking for more opportunities?

Search for other job offers that match your skills and interests.

Suggested Tags: Frontend Developer Secretary Talent Manager Salesforce Administrator Data Analyst
Similar Jobs for

Director, Customer Service

8 matching positions

Director, Customer Service

The Customer Service Director leads the end-to-end strategy, performance, and op...
Location
Location
Germany , Dresden
Salary
Salary:
Not provided
lamresearch.com Logo
Lam Research
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Technical certification /Diploma/ or University degree, preferably in electric, mechanical or electronics engineering
  • 10+ years in the service business, preferably in semiconductor equipment industry, plus 7-8 years of managerial experience
  • Customer management and business experience would be a very valuable plus
  • Extensive experience leading customer support or operations teams at scale
  • Strong analytical mindset with deep experience in KPI measurement, reporting, and data driven decision making
  • Expertise in customer service tools, CRM systems, automation systems
  • Exceptional communication and cross functional leadership abilities
  • Proven competency in process optimization and operational strategy
  • Experience implementing largescale operational frameworks, training programs, and change management initiatives
  • Consolidates and analyses DFS Operating expenses, P&L and CSBG Revenue and margin for Global account to prepare and present these figures at QCRs, QFRs, Operations Reviews and AOPs
Job Responsibility
Job Responsibility
  • Owns and develops executive relationship with Customer site leadership and acts as a liaison with TSMC Account Team, ensuring full strategic alignment with account and customer goals and objectives
  • Translate organizational goals into operational plans, processes, and service standards
  • Partner with senior executives across product, engineering, sales, and customer experience to integrate customer feedback into business strategy
  • Optimize and continuously improve customer service workflows, eliminating bottlenecks, and optimizing every stage of the support journey
  • Develop, implement, and monitor standard operating procedures for all support functions
  • Lead the design and rollout of new support channels, service offerings, and operational models
  • Own all Key Performance Indicators (Safety, Installed Base performance, I&W controls, response time, resolution time, SLA adherence)
  • Use data analysis to identify trends, forecast needs, and make strategic decisions
  • Provide regular reporting to executive leadership, summarizing performance, risks, and improvement opportunities
  • Oversee the organization’s QA program to ensure consistent, high quality customer interactions
  • Fulltime
Read More
Arrow Right

Customer Service Director

The Customer Service Director will be responsible for the overall operational ma...
Location
Location
Germany
Salary
Salary:
Not provided
arrive.com Logo
Arrive
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A track record of delivering outstanding customer service at a senior management level
  • Extensive experience managing operational customer service teams
  • Proven management of contract SLAs at a senior management level
  • In-depth SME knowledge of customer service delivery within the sector
  • The ability to lead, motivate and manage high-performing Customer Service teams
  • Excellent written and verbal communication skills
  • Financial aptitude and an understanding of budgets and contract costs
  • A good level of core IT skills, specifically Microsoft Office and Google applications, including Word, Excel, PowerPoint and Visio
  • Highly developed time-management skills, including working to deadlines and a commitment to delivering on time and to the satisfaction of internal and external customers
  • Proven interpersonal skills and emotional intelligence
Job Responsibility
Job Responsibility
  • To deliver exemplary customer service, both individually and through the Customer Service team, including maintaining customer relationships and ensuring existing customers are keen to repeat business with us
  • Senior management of all Client Service Level Agreements. Providing the second escalation point for customers, including resolving queries escalated by the regional Service Managers and attending face-to-face meetings with clients
  • Identifying opportunities for continuous service improvements
  • To lead, develop and manage the Customer Service team, using appropriate accountable performance measures, training & development and team motivation
  • Support and advise other departmental managers as required. Contributing to effective interdepartmental communications and actively seeking to improve the quality of both products and services
  • To represent our business positively, take opportunities to build on our reputation within the DACH transport and parking market
  • Ensure that the Customer Service team are prepared and able to meet the future aspirations of the Arrive Business Units
  • Support the pre-sales teams in identifying and costing new business opportunities, utilising the established Customer Service team or identifying suitable service agents in new business markets
  • Seek to increase revenue, generate new opportunities, or extend existing arrangements
  • Be responsible for and accountable for the DACH Customer Service Profit and Loss accounts and for optimising the DACH BU service revenue intake and margins
  • Fulltime
Read More
Arrow Right

Associate Director, Customer Service

Lead and manage a diverse team across the UCAN region, disciplines and business ...
Location
Location
United States , Deerfield
Salary
Salary:
128000.00 - 176000.00 USD / Year
https://www.baxter.com/ Logo
Baxter
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree
  • 5-7 years of customer service leadership experience, preferably in the life science, medical or healthcare industry
  • Proven ability to thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results
  • Excellent business and financial (i.e., budget and P&L) acumen
  • Proficient in customer relationship management software (e.g., Sales Force), contact center software (e.g., Genesys, Five9, Avaya), and ERP software (e.g., JDE, SAP)
  • Proven track record of improving customer satisfaction and employee engagement
  • Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
  • Excellent communication and interpersonal skills
  • Experience with Lean processing methodology, Six Sigma, or other process improvement frameworks.
  • Ability to work in a fast-paced environment and handle multiple priorities
Job Responsibility
Job Responsibility
  • Lead and manage a diverse team across the UCAN region, disciplines and business segments.
  • Thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results.
  • Conduct regular performance reviews and provide constructive feedback
  • Identify, develop, and deploy 1-3 year strategies to achieve business objectives
  • Analyze customer and employee feedback and metrics to identify areas for improvement and develop corrective action plans.
  • Collaborate with senior leadership and cross-functional stakeholders to align customer service goals and overall business strategy
  • Identify opportunities to improve metrics (e.g., adherence, service levels, self-service utilization, productivity)
  • Develop and manage the department's budget(s), track and monitor expenses
  • Communicate effectively with team members, internal and external stakeholders, to resolve customer issues and optimize cost
  • Provide regular reports and updates to Sr. Leadership on customer service performance and trends
What we offer
What we offer
  • Medical and dental coverage that start on day one
  • Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
  • Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
  • 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
  • Flexible Spending Accounts
  • Educational assistance programs
  • Paid holidays
  • Paid time off ranging from 20 to 35 days based on length of service
  • Family and medical leaves of absence
  • Paid parental leave
  • Fulltime
Read More
Arrow Right

Customer Service Director

They are looking for a highly experienced Director of Customer Service to lead a...
Location
Location
France , Paris
Salary
Salary:
Not provided
onhires.com Logo
OnHires
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 7+ years in customer service leadership roles (B2B required)
  • 3+ years managing teams, ideally across multiple locations
  • Bachelor’s degree or equivalent professional experience
  • Strong business acumen and understanding of global service operations
  • Experience influencing stakeholders in a matrix organization
  • Proven ability to build cross-functional collaboration and lead transformation initiatives
  • Strong communication skills (written & verbal)
  • Solid process improvement, project management, and operational control mindset
  • Ability to manage complex escalations and make data-driven decisions
  • Leadership style combining empathy, accountability, and clarity
Job Responsibility
Job Responsibility
  • Oversee daily operations across quotation management, order processing, technical support, inquiries, and RMAs
  • Optimize workflows to reduce response times, ensure accuracy, and enhance customer satisfaction
  • Resolve escalated customer issues and complex service challenges
  • Ensure efficient coordination with Supply Chain, Logistics, and Warehouse teams to guarantee smooth order fulfillment
  • Build and maintain strong relationships with key accounts
  • Drive revenue growth within the portfolio managed by the Customer Service team
  • Lead customer business reviews and implement structured feedback loops
  • Partner with Sales and Business Development teams to support account expansion
  • Analyze service data to identify trends and opportunities for improvement
  • Prepare periodic service performance reports for senior leadership
  • Fulltime
Read More
Arrow Right

UCAN Associate Director, Customer Service

Lead and manage a diverse team across the UCAN region, disciplines and business ...
Location
Location
United States , Deerfield
Salary
Salary:
128000.00 - 176000.00 USD / Year
https://www.baxter.com/ Logo
Baxter
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor's degree
  • 5-7 years of customer service leadership experience, preferably in the life science, medical or healthcare industry
  • Proven ability to thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results
  • Excellent business and financial (i.e., budget and P&L) acumen
  • Proficient in customer relationship management software (e.g., Sales Force), contact center software (e.g., Genesys, Five9, Avaya), and ERP software (e.g., JDE, SAP)
  • Proven track record of improving customer satisfaction and employee engagement
  • Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
  • Excellent communication and interpersonal skills
  • Experience with Lean processing methodology, Six Sigma, or other process improvement frameworks.
  • Ability to work in a fast-paced environment and handle multiple priorities
Job Responsibility
Job Responsibility
  • Lead and manage a diverse team across the UCAN region, disciplines and business segments.
  • Thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results.
  • Conduct regular performance reviews and provide constructive feedback
  • Identify, develop, and deploy 1-3 year strategies to achieve business objectives
  • Analyze customer and employee feedback and metrics to identify areas for improvement and develop corrective action plans.
  • Collaborate with senior leadership and cross-functional stakeholders to align customer service goals and overall business strategy
  • Identify opportunities to improve metrics (e.g., adherence, service levels, self-service utilization, productivity)
  • Develop and manage the department's budget(s), track and monitor expenses
  • Communicate effectively with team members, internal and external stakeholders, to resolve customer issues and optimize cost
  • Provide regular reports and updates to Sr. Leadership on customer service performance and trends
What we offer
What we offer
  • medical and dental coverage that start on day one
  • insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
  • Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
  • 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
  • Flexible Spending Accounts
  • educational assistance programs
  • paid holidays
  • paid time off ranging from 20 to 35 days based on length of service
  • family and medical leaves of absence
  • paid parental leave
  • Fulltime
Read More
Arrow Right

Director, Customer Service Operations

As the Director, Customer Experience for our Luxury Brands, you will manage and ...
Location
Location
United States , Deerfield
Salary
Salary:
130000.00 - 190000.00 USD / Year
thermatru.com Logo
Therma-Tru
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Bachelor’s degree in Business, Communications, Supply Chain, or related field OR High School diploma with 15+ years requisite experience
  • 10+ years of leadership in customer service, contact centers, or luxury service environments
  • Experience leading remote/hybrid teams and large, high-touch operations
  • Knowledge of B2B customer service, order fulfillment, and supply chain workflows
  • Proficient with CRM, EDI, and contact center platforms
  • Strong analytical, communication, and cross-functional collaboration skills
  • Willingness to travel and work flex hours as needed
Job Responsibility
Job Responsibility
  • Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio
  • Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico
  • Foster development and succession planning while promoting an inclusive and engaged service culture
  • Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels
  • Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction
  • Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast-paced environment
  • Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions
  • Implement service improvements using customer feedback, data insights, and operational trends
  • Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience
  • Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies
What we offer
What we offer
  • Annual bonus plan based on company and individual performance, or a role-based sales incentive plan
  • Robust health plans
  • Market-leading 401(k) program with a company contribution
  • Product discounts
  • Flexible time off benefits (including half-day summer Fridays per policy)
  • Inclusive fertility / adoption benefits
  • Employee Resource Groups
  • Fulltime
Read More
Arrow Right

Director of Customer Response & Digital Service

The Director Customer Response & Digital Service plays a critical role in shapin...
Location
Location
United States , Austin
Salary
Salary:
Not provided
awc-inc.com Logo
AWC
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven leadership experience in customer service, call center, or digital support environments at scale
  • Experience in industrial distribution, automation, or technical product support
  • Strong operational discipline with experience in metrics, SLAs, and process design
  • Ability to build, lead, and develop high-performing teams
  • Strong communication and collaboration skills across functions
  • Commercial mindset with the ability to connect service performance to business outcomes
  • Ability to prioritize, execute, and adapt in a fast-paced environment
Job Responsibility
Job Responsibility
  • Lead and develop a national team supporting customers across phone, email, chat, and digital channels
  • Establish clear expectations for responsiveness, quality, and customer care
  • Build a culture of ownership, accountability, and continuous improvement
  • Deliver best-in-class response times and consistent customer experiences
  • Define and implement service level agreements (SLAs) and performance metrics
  • Ensure every customer interaction reflects AWC’s commitment to out-care, out-know, and out-serve
  • Build and scale a $10M+ rapid-response business
  • Connect service performance to revenue growth and customer retention
  • Identify opportunities to expand customer engagement through digital channels
  • Implement scalable processes, tools, and automation to improve efficiency and consistency
What we offer
What we offer
  • Employee Stock Ownership Plan (ESOP)
  • 401(K) Match
  • Competitive Pay
  • Medical, Dental and Vision Insurance Package
  • Employer Paid Life Insurance
  • Paid Time Off and Holiday Pay
  • Career Development Opportunities
  • Fulltime
Read More
Arrow Right
New

Customer Service Officer

Our client is a leading industrial manufacturing company, with a reputation for ...
Location
Location
United Kingdom , Bedminster, Bristol
Salary
Salary:
28000.00 - 30000.00 GBP / Year
hunterselection.co.uk Logo
Hunter Selection | B Corp™
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Proven experience managing multiple customer accounts with attention to service quality and accuracy
  • Strong coordination with cross-functional departments to fulfill customer requirements and resolve issues
  • Knowledge and application of ISO 9001 quality procedures in sales operations
  • Skilled in reporting key metrics such as order performance (OTIF), sales variances, and customer activity
  • Ability to enforce operational standards including order thresholds, carriage control, and stock initiatives
  • Demonstrated ability to support and maintain structured office environments, ensuring policy compliance and effective team operations
Job Responsibility
Job Responsibility
  • Manage key customer accounts, ensuring satisfaction, timely communication, and order accuracy
  • Act as the primary liaison between customers and internal teams (production, purchasing, quality, and finance)
  • Monitor and report on order status, performance against budget, and customer trends
  • Ensure all orders meet ISO 9001 standards and company contract review procedures
  • Handle daily tasks including stock level monitoring, sales reporting, and enforcing minimum order quantities
  • Lead and document customer visits, ensuring clear follow-up and action plans
  • Maintain office professionalism, including response times, order handling standards, and customer service
  • Provide regular performance updates to the Operations Director, including KPIs and variance reporting
  • Support proactive sales efforts through outbound calls, lead follow-up, and stock sale targeting
What we offer
What we offer
  • 25 Days Holiday + Banks
  • Fulltime
Read More
Arrow Right