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.

• 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.

• 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.

• Experience in e‑commerce, SaaS, or high‑volume support environments
• Familiarity with tools like Zendesk, Freshdesk, Gorgias, Intercom, Hub Spot
  , etc.
• Experience with support automation / AI‑assisted workflows.
• Experience managing distributed or remote support teams.

• 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.