Full-Time Position, Remote
Reports to: COO
Compensation: Commensurate with experience
Benefits: Comprehensive benefits package available (401k, Healthcare)
Position Overview
Apologia is seeking an experienced and visionary Customer Service Director to lead and manage our growing customer service department. This role would oversee all aspects of our customer experience, ensuring excellence across phone, email, live chat, and help ticket channels with focused attention on bringing the best homeschool support to the market. The ideal candidate will not only possess strong leadership skills and experience but will also align with Apologia’s mission, vision, and values as we seek to serve our customers and glorify God in all that we do.
Key Responsibilities
Leadership and Department Oversight
- Direct and manage the customer service department, setting clear goals and performance standards.
- Mentor and develop a team of customer service representatives and technical support specialists to deliver exceptional customer experiences.
- Foster a positive, collaborative, and high-performing remote work culture.
- Partner with other departments (IT, Marketing, R&D) to ensure cohesive communication and customer satisfaction.
Customer Experience & Operations
- Oversee customer interactions across all platforms (phone, email, live chat, and help desk systems).
- Develop and enforce policies and procedures to ensure consistency, efficiency, and professionalism in customer interactions.
- Monitor service metrics (response times, satisfaction scores, resolution rates) to identify trends and areas for improvement.
- Handle escalated customer concerns and ensure timely, empathetic, and effective resolutions.
Technological Innovation
- Lead the implementation and optimization of live chat and online support center.
- Leverage CRM and analytics software to enhance responsiveness, personalization, and efficiency in customer support.
- Research and recommend new technologies and systems that improve the customer service experience.
- Ensure alignment of customer service technology strategy with Apologia’s digital transformation and growth goals.
Strategic Planning
- Set key performance indicators (KPIs) and continuously measure performance against company objectives.
- Identify and drive initiatives that increase customer retention, satisfaction, and loyalty.
- Provide monthly metrics with dashboard reporting and insights to executive leadership.
Qualifications
- Proven experience (5+ years) in customer service leadership, preferably as a Director or Senior Manager.
- Demonstrated success implementing technology-based customer service systems (e.g., Zendesk, Freshdesk, HappyFox, or similar).
- Excellent verbal and written communication skills with the ability to motivate and lead teams effectively.
- Strong analytical and problem-solving abilities with a data-driven mindset.
- Exceptional organizational skills with attention to detail and follow-through.
- Empathetic, customer-first mindset with a passion for continuous improvement.
- Experience in the homeschool industry is preferred but not required.
About Apologia
Apologia is a Christ-centered educational publishing company dedicated to equipping homeschool families, co-ops, and Christian schools with curriculum and resources that inspire a lifelong love of learning. We are committed to integrity, character, excellence, and providing exceptional stewardship and service that reflects our company values.
Apply Now
