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The director of customer service is a senior-level role. This person oversees an organization's customer service program, policies, and procedures They may develop customer service KPIs and metrics, assist in developing budgets, interpret customer service data and reports, and more. All in all, this role is responsible for ensuring all aspects of a company’s customer service department are running smoothly.
Given that this is a senior-level role, considerable customer service knowledge and experience is critical. Hiring managers will be looking for a candidate with a minimum of a bachelor’s degree in business adminstration or management. Moreover, ideal candidates for this role will have 5+ years of experience in customer service. Companies will look for a candidate with previous experience in roles such as sales manager, supervisor, or customer care executive. Strong candidates for this role will have a deep understanding of customer service metrics, budgeting, and project management.
As a director of customer service, you will need to execute on many projects and tasks. It’s important to understand how to effectively work through projects and delegate tasks as appropriate. For this reason, you should show off any project management experience on your resume. It’s wise to get certified in Six Sigma Green Belt, or another popular project management framework.
The director of customer service will need to collaborate internally with the sales, marketing, and finance teams to complete projects and meet goals. Therefore, it’s important to detail instances where you have successfully collaborated with other departments to execute a project or meet a new goal.
The Director of Customer Service is a highly ranked position in the customer service team, and commands a large scope of responsibility for the organization’s implementation of customer service initiatives and execution of strategic imperatives. Accordingly, this position requires excellent business judgment, fantastic management skills, and strong decision-making abilities. It is essential to showcase evidence that you have such expertise by including detailed descriptions of your experience in customer service related positions, as well as evidence of your technical skills, specifically those needed to facilitate operational management.
A detailed history of work experience in customer service is one of the most important parts of your resume when applying for a Director level role. Notice that the applicant uses strong action verbs as well as quantitative accomplishments throughout the bullet points under each role. Recruiters must be able to quickly skim your resume and obtain a picture of someone who has the expertise required for providing the strategic direction and knowhow to deliver high quality customer service and execute on standard policies and procedures.
As a Director of Customer Service, simply including your experience in working with customers might not showcase the necessary skills you need to qualify for the job. That’s why it’s important to emphasize your technical abilities with specific platforms such as Zendesk / HelpScout or Salesforce, or even with customer relationship management (CRM) systems. This also helps you get past ATS, or resume screeners, which may auto-reject your resume if you don't have the right skills on your resume.
As a hiring manager who has recruited customer service leaders at companies like Zendesk, Shopify, and Amazon, I've seen hundreds of resumes for Director of Customer Service positions. The following tips will help you create a resume that stands out and showcases your skills and experience in the best possible light.
When applying for a Director of Customer Service position, it's crucial to showcase your leadership experience. Hiring managers want to see that you have successfully led teams and driven results.
In your resume, include specific examples of how you have:
A resume summary for a Director of Customer Service position is optional, but it can be a valuable addition if you want to provide context or highlight key qualifications that may not be immediately apparent from the rest of your resume. It's particularly useful if you're changing careers or have a lot of experience to summarize. However, avoid using an objective statement, as it's outdated and doesn't add value to your resume.
When writing your summary, focus on your most relevant skills, experiences, and achievements that align with the Director of Customer Service role. Avoid repeating information that's already covered in other sections of your resume. Instead, use this space to showcase your unique value proposition and grab the hiring manager's attention.
The work experience section is the most important part of your Director of Customer Service resume. It's where you highlight your customer service leadership and management experience, and prove you can drive results.
Here are the key steps to write an effective work experience section for a Director of Customer Service position:
Your education section shows hiring managers that you have the necessary background and training for a director of customer service position. It also gives them a sense of your overall career trajectory. Here are some tips to make sure your education section is effective:
The skills section of your resume is a critical component that showcases your abilities to potential employers. As a Director of Customer Service, it's essential to highlight the skills that are most relevant to the position and demonstrate your expertise in the field. In this section, we'll walk you through the key steps to crafting a compelling skills section that will catch the attention of hiring managers.
Here are examples of popular skills from Director of Customer Service job descriptions that you can include on your resume.
This word cloud highlights the important keywords that appear on Director of Customer Service job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more likely you should include it in your resume.
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