Director of International Customer Service

📋 Description

• Build and execute international CS roadmap to scale support across markets and time zones.
• Define service standards and localization frameworks for key markets.
• Lead expansion by establishing languages, channels, hours, and workflows per region.
• Partner with CS and Retail leaders to align experience and operations globally.
• Work with Legal and Compliance to meet regional standards (GDPR, policies).
• Oversee CS Training to ensure tone, language, and procedures embody the ALO experience.

🎯 Requirements

• 8-10+ years in customer-facing roles with global digital support launches.
• 5+ years in a leadership role.
• CX and service design expertise, localization and AI/automation.
• Collaborative leader with cross-functional alignment.
• Strategic thinker who can scale complex programs in fast-growth settings.
• Data-driven; translate insights into action.
• CRM familiarity: Zendesk, Salesforce, Gladly; luxury brands preferred.

🎁 Benefits

• PTO policy and paid time off.
• Performance bonuses and incentives.
• Long-term incentives.
• Employee wellness programs.
• Global exposure and growth opportunities.
• Flexible work environment.