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Director of Customer Service
Director of Customer ServiceInsight Global • O'Fallon, MO, US
Director of Customer Service

Director of Customer Service

Insight Global • O'Fallon, MO, US
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  • [job_card.full_time]
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Job Description

Job Description

Day-to-day :

Insight Global is seeking a Director of Customer Success who will lead and elevate our customer service operations. This role will oversee a team of 40 employees based in Wright City, MO (approximately 30–40 minutes outside St. Louis), including 9 direct reports. The ideal candidate will bring strategic leadership, operational excellence, and a passion for customer-centric service. This is an in-office role, Monday through Friday. This individual will be tasked with leading a division of call center and customer success teams, identifying problems, and implementing solutions.

Additional Responsibilities Include :

  • Leadership & Strategy

Set the vision and roadmap for Customer Success aligned with the organization’s growth goals.

  • Lead, coach, and develop a high-performing team focused on inbound support and outbound service coordination.
  • Foster a culture of accountability, collaboration, and continuous improvement.
  • Operations & Process Improvement

    • Implement scalable processes and tools to support rapid expansion.

  • Own the customer experience across all channels (phone, email, chat, self-service).
  • Establish and monitor KPIs, ensuring teams have the resources and training to meet goals.
  • Collaborate cross-functionally with Sales, Field Ops, Engineering, and Product to optimize the customer journey.
  • Customer Advocacy

    • Serve as the internal champion for customer needs and feedback.

  • Analyze customer data to identify trends and drive systemic improvements.
  • Provide executive-level reporting on customer insights and performance.

    • Desired Skills and Experience :

  • Minimum of 3 years of experience as a director or manager of customer success / customer, preferably in telecom or call center environments.
  • Experience managing large teams with direct and indirect reports
  • Excellent communication and collaboration skills across departments.
  • Familiarity with CRM, OSS / BSS, and call center platforms
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    Director Customer Service • O'Fallon, MO, US

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