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Jobs · Customer Service · Minnesota

Director of Customer Service

Marvin · Minnesota, United States · 3 wk ago
On-siteCustomer Service$135k–$180k/yrFull-time

Job Overview

Step into a role where you’ll shape the heart of the customer experience at Marvin. As the Director of Customer Service, you’ll lead the talented team responsible for supporting our premium, highly customizable products and ensuring customers feel guided, informed, and inspired throughout their journey with us. You’ll champion service excellence, strengthen operational efficiency, and bring new ideas forward that elevate every interaction. By partnering closely with teams across the business, you’ll help drive a customer experience that feels seamless, trusted, and distinctly Marvin.

About the Role

Manage and develop a team of direct reports across Customer Care and Operations Support. Shape key performance measures that strengthen trust, loyalty, and brand affinity. Transform customer insights into thoughtful improvements and enhanced service moments. Monitor and drive performance metrics (CSAT, NPS, turnaround times, resolution rates, eNPS, and retention).

Responsibilities

  • Collaborate with Operations, CX, Digital, Sales, and Marketing to support engagement strategies, product launches, and campaigns.
  • Support the evolution of tools and processes that modernize and elevate the customer experience.

Requirements

  • Inspire teams to deliver with poise, professionalism, and a polished service mindset.
  • Create scalable solutions that protect and elevate the customer journey.
  • Build strong cross-functional relationships grounded in clarity and collaboration.
  • Lead digital transformation using Salesforce workflows and AI to modernize service.

Qualifications

  • Bachelor’s degree required; master’s preferred
  • 8+ years in progressive customer service leadership roles, with proven success in team development and cross-functional collaboration.
  • Familiarity with customer care systems and emerging technologies.

Skills

  • Data-driven decision making
  • Strategic thinking
  • Team leadership
  • Customer service excellence
  • Process improvement

Benefits

  • Health insurance
  • Paid holidays
  • Paid parental leave
  • 401(k) retirement savings match
  • Annual profit sharing
  • Organized volunteer opportunities
  • Financial support during personal hardships

Pay

$135,000 - $180,000

Schedule

Full-time

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