Head of Customer Service

About Us Clearoute Inc. is a professional services company that helps businesses grow through various offerings, including branding, marketing, web development, and consulting. We have been in the industry for over 25 years, establishing ourselves as a trusted growth partner. We pride ourselves on innovative solutions, effective communication, and rigorous planning to ensure our client’s requirements are met in a timely and effective manner.

We’re hiring a

Head of Customer Service

to lead and elevate our customer support function.

This is a key leadership role for someone who can balance

people leadership, service operations, and customer experience strategy . You’ll oversee our customer service reps, improve team performance, strengthen processes, and help us deliver a consistently excellent experience as we grow.

If you’re a strong coach, highly organized, data‑driven, and passionate about building world‑class support teams — we’d love to hear from you.

What You’ll Do

Lead, coach, and develop a team of Customer Service Representatives.

Set performance standards and drive accountability across the team.

Oversee day‑to‑day support operations across channels (email/chat/phone/tickets).

Monitor and improve KPIs such as CSAT, response times, resolution times, QA, and SLA adherence.

Manage escalations and ensure timely, professional resolutions.

Build and improve SOPs, workflows, training materials, and quality assurance processes.

Partner with cross‑functional teams (Operations, Sales, Product, Marketing) to improve the customer journey.

Turn customer feedback and support trends into actionable business improvements.

Support hiring, onboarding, staffing coverage, and scale planning for the support team.

What We’re Looking For

5-8 years

of experience in customer service/customer support.

2+ years

in a team leadership or people management role.

Proven success managing reps and improving service performance.

Strong experience with escalations, coaching, and support operations.

Excellent communication, leadership, and problem‑solving skills.

Strong analytical skills with the ability to use data to drive decisions.

Experience creating/improving SOPs, QA processes, and team training.

Nice to Have

Experience in

e‑commerce, SaaS, or high‑volume support environments

Familiarity with tools like

Zendesk, Freshdesk, Gorgias, Intercom, HubSpot , etc.

Experience with support automation / AI‑assisted workflows.

Experience managing distributed or remote support teams.

Why Join Us

Opportunity to build and shape a high‑impact customer service function.

Visible leadership role with direct influence on customer satisfaction and brand reputation.

Collaborative team environment with room to grow and make a real impact.

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