What are the responsibilities and job description for the Director of Customer Service position at Richtech Robotics Inc.?
Director of Customer Service – Richtech Robotics
Location: Las Vegas, Nevada
THE JOB:
As the Director of Customer Service at Richtech Robotics, you will lead the team that shapes how customers experience our brand after the sale. From troubleshooting to training, from technical guidance to emotional reassurance, you ensure that every interaction builds confidence and long-term satisfaction. You’ll oversee service operations, client education, escalation management, and post-sale support, with a strong focus on robotic product knowledge and cross-functional collaboration.
THE DAY-TO-DAY:
- Manage the full customer support lifecycle — from onboarding assistance and technical Q&A to issue resolution and escalation.
- Develop internal product training so service agents can accurately explain robot functions, capabilities, and use-case scenarios to clients.
- Ensure the team is equipped to handle live support (calls, video demos, or remote sessions) to walk clients through the setup, usage, and troubleshooting of Richtech robotics equipment.
- Maintain SLAs for first response and resolution time, and ensure all client inquiries — from basic usage questions to complex technical problems — are addressed with clarity and professionalism.
- Work closely with the Product and Tech teams to create and update knowledge base articles, FAQs, and how-to guides based on real customer feedback.
- Design and enforce service workflows, ticketing systems, and escalation protocols that prioritize both speed and service quality.
- Monitor customer satisfaction metrics (CSAT, NPS), collect feedback, and implement improvement plans.
- Collaborate with Sales and Deployment teams to support clients before and after delivery, including pre-sale consultation and post-sale onboarding assistance.
- Lead and coach a growing team of customer success and technical support specialists.
THE IDEAL CANDIDATE:
You’re a natural communicator with a technical edge. You enjoy solving real problems, turning confusion into clarity, and helping clients feel confident using advanced technology. Whether explaining how a robot works or calming a frustrated customer, you lead with patience, empathy, and precision.
QUALIFICATIONS:
- 5 years in customer service or support leadership, ideally in tech, hardware, or robotics
- Experience training teams to explain complex products to non-technical clients
- Familiarity with CRM and ticketing tools (e.g., Zendesk, HubSpot, Freshdesk)
- Strong communication skills, including written and verbal presentation
- Technical aptitude — able to quickly learn and explain product functionality
- Bachelor’s degree in Business, Communications, or a technical field preferred