Thorne

Purity-focused nutritional supplements with scientific rigor

Director of Customer Service

Customer SupportUpdated on Nov 13

Full-timeSouth Carolina, USA$120k - $140k /yr

About the Job

Requirements

A college degree is required.
A minimum of 10 years of Customer Service experience, including leadership responsibility in a fast-growing organization, is required.
Experience managing and successfully leading teams across DTC, B2B/Retail, and Returns is required.
Ability to supervise and manage teams, delegate effectively, and follow up on work assignments; proven ability to build, develop, and motivate high-performing teams.
Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support across phone, email, and chat.
Experience with customer service platforms and tools, and ability to use data and reporting for performance and decision-making, including Salesforce, AWS, FlipCX, Medallia, and EDI.
Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively.
Strong verbal and written communication skills to interact effectively with employees, leadership, and cross-functional partners.

Responsibilities

Lead the day-to-day operations and overall performance of the Customer Service Department, delivering a high-quality, efficient, and scalable customer experience across all channels while supporting company growth objectives.
Drive performance through defined KPIs, establish operational discipline, and ensure consistent execution across phone, email, and chat.
Partner with cross-functional teams to align Customer Service with business priorities, including revenue growth, customer retention, and operational efficiency.
Build a high-performing, accountable team, implement scalable processes, and support the execution of the Customer Experience strategy defined by the Senior Director of Consumer & Customer Experience.
Manage compliance with Customer Service Department policies and procedures while continuously improving processes for scalability and consistency.
Provide leadership and supervision to Customer Service staff, ensuring daily operational coverage and alignment with service-level expectations across channels; evaluate team and individual performance and ensure cross-training and operational flexibility.
With management agreement, make necessary or agreed changes to procedures and policies effectively and promptly.
Ensure Customer Service Representatives deliver efficient, professional, knowledgeable customer interactions and thoroughly resolve inquiries.
Establish, monitor, and enforce KPIs, including service levels, productivity, quality, and customer satisfaction, with accountability at agent and leadership levels.
Lead workforce planning and capacity management to ensure appropriate staffing and structure for current and future demand.
Coach, provide feedback to, and develop team members through one-on-one guidance, training, and regular staff meetings; ensure training is continuous, structured, and aligned with business needs.
Conduct regular performance reviews, address performance gaps, and recognize high performance.
Respond to and resolve escalated customer issues involving shipments, services rendered, and product integrity, using sound judgment and collaborating with Medical Affairs, Quality, Distribution, Finance, or other departments as necessary.
Provide the Senior Director of Consumer and Customer Service with regular detailed status reports, performance metrics, and trends.
Work with cross-functional partners to address interdepartmental issues, improve customer experience, and support company initiatives.
Support development and execution of strategic initiatives, including process improvements, system enhancements, and tools such as automation and self-service that improve efficiency and customer experience.
Identify trends and insights from customer interactions and escalations, and provide feedback to leadership to improve products, processes, and overall customer experience.
Partner with Supply Chain, Sales, and Marketing to align on customer needs, promotional activity, and operational readiness.
Ensure performance appraisals for direct reports and department personnel are completed in a timely, structured, and effective manner.
Attract, develop, and retain talent while fostering accountability, collaboration, and continuous improvement.

Desired Qualifications

Consumables experience is highly preferred.
Experience in a high-growth, multi-channel environment is preferred.

At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage.

The Director of Customer Service is responsible for leading the day-to-day operations and overall performance of the Customer Service Department. This role ensures the delivery of a high-quality, efficient, and scalable customer experience across all channels while supporting the Company’s growth objectives.

The Director is accountable for driving performance through clearly defined KPIs, establishing strong operational discipline, and ensuring consistent execution across all customer touchpoints, including phone, email, and chat. This role partners closely with cross-functional teams to align Customer Service with broader business priorities, including revenue growth, customer retention, and operational efficiency.

In addition to managing daily activities, the Director is responsible for building a high-performing, accountable team, implementing scalable processes, and supporting the execution of the Customer Experience strategy as defined by the Senior Director of Consumer & Customer Experience

Manages and ensures compliance with the Customer Service Department policies and procedures, while continuously improving processes to support scalability and consistency.
Provides leadership and supervision to Customer Service staff, ensuring full coverage of daily operations and alignment to service level expectations across all channels (phones, email, chat). Continuously evaluates team and individual performance, ensuring cross-training and operational flexibility.
With agreement of management, makes needed and/or agreed upon changes in procedures and policies in an effective and timely manner.
Ensures that Customer Service Representatives maintain high-quality customer interactions, defined by efficiency, professionalism, product knowledge, and thorough resolution of customer inquiries.
Establishes, monitors, and enforces key performance indicators (KPIs), including service levels, productivity, quality, and customer satisfaction (CSAT), ensuring accountability at both the agent and leadership levels.
Leads workforce planning and capacity management efforts to ensure the team is appropriately staffed and structured to meet current and future demand.
Provides ongoing coaching, feedback, and development to team members through one-on-one guidance, training, and regular staff meetings. Ensures training is continuous, structured, and aligned to business needs.
Drives a culture of accountability by conducting regular performance reviews, addressing performance gaps, and recognizing high performance.
Responds to and resolves escalated customer issues, including those related to shipments, services rendered, and product integrity, utilizing sound judgment and collaborating with Medical Affairs, Quality, Distribution, Finance, or other departments as necessary.
Provides detailed status reports, performance metrics, trends to Sr. Director, Consumer and Customer Service on a regular cadence.
Works cooperatively with cross-functional partners to address interdepartmental issues, improve the customer experience, and support company initiatives.
Supports the development and execution of strategic initiatives, including process improvements, system enhancements, and the implementation of tools that improve efficiency and customer experience (e.g., automation, self-service).
Identifies trends and insights from customer interactions and escalations, providing feedback to leadership to improve products, processes, and overall customer experience.
Partners with internal teams, including Supply Chain, Sales, and Marketing, to ensure alignment on customer needs, promotional activity, and operational readiness.
Ensures that performance appraisals for direct reports and department personnel are conducted in a timely, structured, and effective manner.
Builds and leads a high-performing team by attracting, developing, and retaining talent, while fostering a culture of accountability, collaboration, and continuous improvement.

A college degree is required.
A minimum of 10+ years of Customer Service experience, including leadership responsibility in a fast-growing organization, is required.
Must have experience managing and successfully leading teams across DTC, B2B/Retail and Returns.
Consumables experience is highly preferred.
Experience in a high-growth, multi-channel environment preferred.
Demonstrates ability to supervise and manage teams, delegate effectively, and follow up on work assignments. Proven ability to build, develop, and motivate high-performing teams.
Strong understanding of customer service operations, including performance management, workforce planning, and multi-channel support (phone, email, chat).
Experience working with customer service platforms and tools, with the ability to leverage data and reporting to drive performance and decision-making (Salesforce; AWS; FlipCX; Medallia; EDI).
Ability to assess talent, hire new staff, conduct formal and informal performance assessments, and address employee performance issues effectively.
Strong communication skills, both verbal and written, with the ability to interact effectively with employees, leadership, and cross-functional partners.

About the Company

Thorne

Purity-focused nutritional supplements with scientific rigor

Thorne is a health and wellness company that makes nutritional supplements. It focuses on purity and scientific backing, testing its products to ensure quality and efficacy for consumers. Its products work by delivering carefully studied nutrients and other ingredients in supplements that people take to support their health. Thorne differentiates itself from competitors through a long history dating back to 1984, a strong emphasis on quality and scientific integrity, and rigorous quality controls. In 2023 the company was acquired by L Catterton, moved off public markets, and continues to pursue growth by expanding research and development. The overall goal is to provide reliable, high-quality supplements that people can trust to support their health and well-being.

Company size: 501-1,000
Company stage: IPO
Headquarters: New York City, United States
Founded: 1984

Recently Posted Jobs

Explore more opportunities at Thorne

See more jobs