Customer Service Director - Remote

Direct Meds LLC is seeking an experienced and strategic Customer Service Director to lead and optimize our customer experience operations. This role is responsible for overseeing all customer service functions, including call center operations, workforce planning, and performance management. The ideal candidate will drive service excellence, improve operational efficiency, and ensure a high level of customer satisfaction while supporting company growth.

At Direct Meds, we prioritize care, trust, and solutions that focus on the individual. Headquartered in Salt Lake City, Utah, we are a fast-growing national team passionate about transforming the way people access the care they need. If you're driven by purpose and excited by growth, Direct Meds is the place to be.

• Lead and manage all customer service operations, including inbound/outbound call center teams 
•  Develop and implement customer service strategies aligned with company objectives 
• Establish and monitor KPIs such as CSAT, service level, abandonment rate, AHT, and first-call resolution 
• Oversee hiring, onboarding, coaching, and performance management of supervisors and agents 
• Create and maintain workforce planning and scheduling strategies 
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency 
• Collaborate cross-functionally with Compliance, Fulfillment, Billing, and IT teams 
• Ensure adherence to company policies, regulatory requirements, and quality standards 
• Develop training programs and ongoing coaching initiatives 
• Analyze performance data and present insights to executive leadership 
• Manage departmental budget and staffing plans 
• Implement tools and technologies to improve service delivery and reporting

At Direct Meds, we hold ourselves to a high standard — not just in results, but in how we achieve them. 

• 5–10+ years of proven experience in customer service leadership 
• 3+ years specifically managing managers or supervisors 
• Leadership experience within a call center environment is strongly preferred 
• Experience in healthcare, pharmacy, telehealth, or other regulated environments preferred 
• Strong analytical skills with a focus on data-driven decision-making 
• Demonstrated ability to successfully scale customer service operations 
• Excellent leadership, communication, and conflict resolution skills

Equipment requirements: Candidates must have the following prior to their start date

• A reliable personal laptop or desktop computer
• A quality headset for calls
• High-speed internet connection

• Strategic leadership 
• Operational excellence 
• Customer-centric mindset 
• Performance management 
• Process improvement 
• Workforce planning 
• Change management 
• Cross-functional collaboration 

• Customer Satisfaction (CSAT) 
• Service Level / ASA 
• Abandonment Rate 
• First Contact Resolution 
• Quality Assurance Scores 
• Employee Retention & Engagement 
• Productivity Metrics 

This role operates in a fast-paced customer service environment and requires collaboration with multiple departments. Occasional extended hours may be required based on business needs.

• Competitive salary
• Opportunities for performance-based bonuses
• Medical, dental, and vision insurance offerings
• Paid time off (PTO) and observed company holidays
• Ongoing professional development and growth opportunities

Submit your resume here:

Or, email your resume with a note to careers@directmeds.com 

Direct Meds is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.