Director of Customer Service

About Gold Tech Industries

Gold Tech Industries is a recognized world leader in precision plating applications specific to the semiconductor industry. Since 1984, we have specialized in epitaxial manufacturing and complex metal fabrication, serving customers worldwide from our four site locations in the Tempe, Arizona area. We are experts in gold reflectivity applications and multi-component assemblies utilizing aluminum, brass, copper, stainless steel, and ceramic materials.

Position Overview

Gold Tech Industries is seeking an experienced and strategic Director of Customer Service to lead our customer support operations and drive excellence in customer experience. This senior leadership role will oversee all customer service functions, develop and execute customer-centric strategies, and build a high-performing team dedicated to exceeding customer expectations.

Key Responsibilities

Customer Engagement & Experience

• Champion the voice of the customer across the organization.
• Analyze customer feedback and trends to identify improvement opportunities.
• Drive initiatives to reduce customer effort and increase satisfaction, targeting improvements in CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
• Collaborate with Product, Sales, and Operations teams to resolve systemic issues impacting customer experience.
• Create and maintain customer service policies and best practices to ensure consistency and compliance.
• Establish and monitor customer engagement metrics such as:
• Customer scorecard metric management
• Average Response Time
• Customer Retention Rate

Strategic Leadership

• Develop and implement customer service strategies aligned with company objectives and growth goals.
• Establish service level standards, KPIs, and metrics to measure team performance and customer satisfaction.
• Lead transformation initiatives to scale customer service operations effectively.
• Partner with executive leadership to integrate customer insights into strategic decisions.

Team Management

• Build, mentor, and develop a high-performing customer service team.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Conduct regular performance evaluations and provide coaching to direct reports.
• Oversee recruitment, training, and retention strategies for the department.

Operational Excellence

• Design and optimize customer service processes, workflows, and systems.
• Manage departmental budget and resource allocation.
• Implement technology solutions to improve efficiency and customer experience.
• Monitor and analyze key metrics (CSAT, NPS, response times, resolution rates).
• Develop escalation procedures and personally handle complex customer issues.

Cross-Functional Collaboration

• Work closely with Sales, Marketing, and Product teams to ensure seamless customer journeys.
• Partner with Training and Development to create onboarding and education programs.
• Coordinate with IT to implement and optimize customer service technology platforms.
• Represent customer service perspectives in strategic planning discussions.

Qualifications

Required:

· Bachelor’s degree in business administration, Communications, or related field

· 8 years of progressive customer service experience, with at least 5 years in

leadership roles

· Proven track record of building and scaling customer service operations

· Strong understanding of customer service metrics, analytics, and reporting

· Experience with CRM systems and customer service platforms

· Excellent leadership, coaching, and people development skills

· Outstanding communication and interpersonal abilities

· Data-driven decision maker with strong analytical skills

· Ability to thrive in a fast-paced, dynamic environment

Preferred:

· MBA or advanced degree

· Experience in the cannabis industry or highly regulated sectors

· Knowledge of Arizona market dynamics

· Certification in customer experience or service management (CCXP, HDI, etc.)

· Experience with Zendesk, Salesforce, or similar platforms

· Bilingual (English/Spanish) capabilities

Work Environment & Physical Requirements

• Manufacturing facility environment with exposure to chemicals, noise, and temperature variations
• May require standing, walking, bending, and reaching for extended periods
• Occasional work at heights using ladders or lifts
• Use of personal protective equipment (PPE) as required
• May require occasional overtime, weekend work, or on-call availability

What We Offer

• Comprehensive benefits package including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Ongoing training and professional development opportunities
• Stable employment with an industry-leading company
• Collaborative team environment

Gold Tech Industries is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Pay: $65,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $65,000 - $100,000