Global Head of Customer Service

Job Description

The Global Head of Customer Service oversees all customer service operations across CFI entities to ensure a consistent, high-quality client experience. You will define and implement the global customer service strategy, establish unified standards, and lead country managers to ensure performance alignment.

Requirements

• Minimum 10 years of experience in customer service or client experience leadership
• Proven success in managing multi-country and multi-language operations
• Bachelor’s degree required (MBA preferred)

Responsibilities

• Lead and oversee the global customer service function across all CFI entities
• Define and implement the global customer service strategy and performance framework
• Establish unified service standards, KPIs, and escalation protocols
• Coordinate customer service managers across all entities
• Monitor customer satisfaction and service quality through data-driven metrics
• Collaborate with Compliance, Sales, and Marketing
• Oversee implementation of support systems and automation solutions
• Design and maintain service SLAs
• Drive training and development initiatives for service teams