Customer Service Director

At Bestway USA, our passions and innovations come to life thanks to the people who work here. We value diversity and believe that different backgrounds, ideas, and perspectives help us spread happiness and create a culture of positivity. We embrace flexibility and many of our positions offer a hybrid work-from-home schedule. Bestway USA was selected as one of the top companies to work for in Arizona for 5 consecutive years, most recently in 2025! We generously start all employees with at least 20 days of paid time off annually and at least 14 paid holidays. We are a hard-working, casual, dog-friendly company (yes, your polite and playful pup is always welcome at our office!). We invest in our employees' - and their families - health; we believe this is part of your total compensation, so we strive to keep employee costs low and contribute thousands each year to every plan's premium. Our Core Values of Respect, Recognition, Accountability, Leadership, and Communication guide our decision making, how we engage with others, and how we lead our teams.

The Customer Service Director is responsible for maintaining outstanding customer service for all Bestway consumers in the US and Canada by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee a team of Customer Service Managers, Supervisors and Customer Service Representatives, including full time and seasonal employees, to support all post- purchase consumer warranty needs
• Develop, implement, and maintain Customer Service Department policies, procedures and knowledge bases.
• Create and oversee a department budget based on parameters from executive management 
• Identify process and system engineering opportunities and innovative solutions to improve the customer experience and increase departmental efficiencies.
• Oversee employee training and development programs
• Measure individual team member performance based on set department metrics and goals and address missed KPIs through training or performance measures
• Provide feedback to Shanghai Quality Team and Senior Management regarding service failures or customer concerns
• Oversee consumer and customer product liability claims, BBB complaints, Attorney General Complaints, etc.
• Evaluate consumer reviews for service related issued that need to be addressed
• Handle escalation of any disgruntled customers
• Prepare monthly metrics report, including  goals to actual reporting, as well as status on projects
• Assist in negotiating contracts related to customer service systems, phone systems, freight contracts, etc.
• Forecast the needs for future seasons based on sales data for the upcoming year, including the seasonal hiring plan
• Oversee inventory stock levels for warranty parts, or for post warranty support
• Work with Ecommerce Director to design website features and functionality to be as user friendly as possible, related to the Customer Service and Warranty process
• Work with Creative Department on content for manuals and customer service-related videos
• Work with our Shanghai team on customer service guidelines and reporting needs

Competencies: 

• Excellent communication skills, both written and verbal 
• Understanding the importance of the consumer experience 
• Ability to adapt to changing situations 
• Strong leadership skills 
• Ability to analyze and solve problems 
• Strong motivation to achieve results 
• Understanding of customer service systems, phone systems and general computer system knowledge 

Required Education and Experience:

• Bachelor’s degree or an equivalent number of years of experience 
• At least 10 years of experience managing a customer service team
• Customer service experience within a consumer product environment
• Extensive call center management experience
• Experience with outsourcing or offshoring Level 1 Call Center roles a plus
• Experience managing a seasonal workforce a plus