How to hire a customer service director

How to hire a customer service director, step by step

Here's a step-by-step customer service director hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a customer service director job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new customer service director
• Step 8: Go through the hiring process checklist

What does a customer service director do?

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1. Identify your hiring needs

   The customer service director hiring process starts by determining what type of worker you actually need. Certain roles might require a full-time employee, whereas part-time workers or contractors can do others.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   Hiring the perfect customer service director also involves considering the ideal background you'd like them to have. Depending on what industry or field they have experience in, they'll bring different skills to the job. It's also important to consider what levels of seniority and education the job requires and what kind of salary such a candidate would likely demand.

   The following list breaks down different types of customer service directors and their corresponding salaries.

   Type of Customer Service Director	Description	Hourly rate
   Customer Service Director		$45-91
   Team Manager	Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise... Show more	$21-73
   Support Manager	A support manager is responsible for developing strategic technical solutions to improve business performance for client satisfaction and improve revenues. Support managers must have excellent knowledge of the technical processes and disciplines, as well as business systems in handling the information networks and systems of the company... Show more	$27-67

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Customer Satisfaction
   • Customer Support
   • Continuous Improvement
   • CRM
   • Project Management
   • Employee Development
   • Process Improvement
   • Service Delivery
   • Logistics
   • Sales Support
   • Direct Reports
   • KPIs
   • Performance Management
   • Human Resources

   Check all skills

   Responsibilities:

   • Manage basic call center KPIs as well as worked closely with sales relate to new promotions and issues.
   • Manage payroll hours to ensure maximum productivity.
   • Manage domestic and international logistics operations for a plastics manufacturer with 4 warehouses , 2 manufacturing plants and 5 third-party warehouses.
   • Create ERP system base validation process, diminishing shipping errors to rate of 1 in every 15K lines and 5.3 sigma.
   • Work with medicare and medicaid.
   • Identify serious flaws in ERP set-up and thus metrics used to guide the company.

   More customer service director duties

3. Make a budget

   Including a salary range in your customer service director job description is a great way to entice the best and brightest candidates. A customer service director salary can vary based on several factors:

   • Location. For example, customer service directors' average salary in hawaii is 55% less than in district of columbia.
   • Seniority. Entry-level customer service directors earn 51% less than senior-level customer service directors.
   • Certifications. A customer service director with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a customer service director's salary.

   Average customer service director salary

   $134,962yearly

   $64.89 hourly rate

   ---

   Entry-level customer service director salary

   $94,000 yearly salary

   Updated January 31, 2026

   Average customer service director salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Washington	$167,834	$81
   2	California	$158,574	$76
   3	Minnesota	$147,763	$71
   4	Oregon	$145,998	$70
   5	Massachusetts	$142,390	$68
   6	Illinois	$141,944	$68
   7	New York	$141,599	$68
   8	Arizona	$134,421	$65
   9	Texas	$126,676	$61
   10	Maryland	$126,448	$61
   11	Colorado	$126,014	$61
   12	North Carolina	$124,520	$60
   13	Ohio	$124,249	$60
   14	Connecticut	$121,541	$58
   15	Michigan	$120,394	$58
   16	Georgia	$120,100	$58
   17	Virginia	$118,856	$57
   18	Missouri	$118,112	$57
   19	South Carolina	$116,651	$56
   20	Florida	$109,954	$53

   Average customer service director salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	VMware	$176,066	$84.65
   2	Palo Alto Networks	$163,440	$78.58
   3	Everlane	$163,353	$78.54
   4	Sleep Number	$163,285	$78.50
   5	Kwik Trip	$158,730	$76.31	6
   6	rag & bone	$157,725	$75.83
   7	Amazon	$157,138	$75.55	51
   8	Adobe	$153,142	$73.63	10
   9	RESOURCE	$151,527	$72.85
   10	russ-restaurant	$151,200	$72.69
   11	Organon	$150,242	$72.23
   12	Pwc	$149,652	$71.95	12
   13	Microsoft	$149,127	$71.70	17
   14	Staffmark	$147,728	$71.02
   15	ManpowerGroup	$145,554	$69.98	7
   16	H-E-B	$145,162	$69.79	4
   17	Regal Beloit	$144,456	$69.45
   18	Party City	$143,732	$69.10
   19	Cabela's	$143,330	$68.91
   20	KB Home	$143,162	$68.83

4. Writing a customer service director job description

   A customer service director job description should include a summary of the role, required skills, and a list of responsibilities. It's also good to include a salary range and the first name of the hiring manager. To help get you started, here's an example of a customer service director job description:

   Customer service director job description example

   Our office is expanding and we are looking to hire the right individual to join our outstanding customer service team. We are currently seeking to fulfill a full-time position. Our Customer Service Representative will be responsible for providing exceptional customer service to our current clients and new prospects. The Customer Service Representative will process policy change requests, maintain knowledge of our products, and answer any questions our clients may have. Insurance industry knowledge is preferred to greater benefit relating to customers for this position.
   
   If you enjoy helping others and are a compassionate, customer-focused individual, then apply to our Orlando insurance agency today! Our reputable insurance agency is looking for an exceptional insurance personal lines customer service representative to join our team. At O'Neil Lee & West, we pride ourselves on our outstanding customer service.
   Benefits
   
   We offer amazing benefits: Base Salary with Commissions Paid Time Off (PTO) Health Insurance Dependent Health Insurance Cost Share Life Insurance Dental Insurance Vision Insurance 401K 401K matching Disability Insurance AD&D Insurance
   
   Responsibilities
   
   Meet new business production goals and objectives as established. Treat each customer contact as a cross and up-sell opportunity. Responds to all inquiries, cancellation requests, and sales requests within a specified timeframe. Educate clients on the insurance policies that best suit their needs. Provide policies to new clients and explain benefits/risks of the policy.
   
   Requirements
   
   A Property & Casualty license is preferred but will train good individual. Great Customer Service Skills. Strong communication skills, both oral and written. Professional phone etiquette. Follow through and exceed current and prospective client expectations.

   Copy this example

   

5. Post your job

   To find the right customer service director for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with customer service directors they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit customer service directors who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your customer service director job on Zippia to find and recruit customer service director candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with customer service director candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new customer service director

   Once you've decided on a perfect customer service director candidate, it's time to write an offer letter. In addition to salary, it should include benefits and perks available to the employee. Qualified candidates may be considered for other positions, so make sure your offer is competitive. Candidates may wish to negotiate. Once you've settled on the details, formalize your agreement with a contract.

   It's also good etiquette to follow up with applicants who don't get the job by sending them an email letting them know that the position has been filled.

   After that, you can create an onboarding schedule for a new customer service director. Human Resources and the hiring manager should complete Employee Action Forms. Human Resources should also ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc., and that new employee files are created.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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How much does it cost to hire a customer service director?