Chief Customer Service Officer

 

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Chief Customer Service Officer

Location: Irvine, CA | On-site || Department: Executive || Employment Type: Full-time

About the Role

Are you a proven service leader ready to own the entire client experience at the executive level? As Chief Customer Service Officer (CCSO), you’ll design and run the operating system that turns a signed client into a well-served, retained, and referring client across phone, digital, and in-person touchpoints. This is not a call-center manager role. You’ll sit at the executive table as the voice of the client, accountable for service quality and client outcomes, and partner with Sales, Operations, Compliance, and Finance so that every experience is consistent, compliant, and commercially sound.

What You’ll Own

• Client Experience Strategy - Define the service promise, journey standards, SLAs, and escalation paths from onboarding through post-resolution support, and turn them into an annual service plan, budget, and staffing model. Advise the CEO on service risk, capacity, complaint trends, and investments that protect reputation and retention.
• Service Operations & Team Leadership - Lead customer service, client relations, quality, and training teams. Build managers who coach to quality, not just speed, and own hiring standards, career paths, and performance management. Lead service recovery on high-risk cases, making sure root causes get fixed rather than handled one case at a time.
• Quality, Compliance & Voice of the Client - Establish quality monitoring, knowledge management, and closed-loop complaint handling. Partner with Legal and Compliance on scripts, disclosures, and sensitive client data. Build a voice-of-client system (CSAT, NPS, CES, churn reasons) that informs leadership decisions.
• Retention, Efficiency & Technology - Drive retention and client lifetime value through clearer communication, fewer handoffs, and proactive outreach. Reduce cost-to-serve through first-contact resolution, self-service, and automation without lowering the standard of care. Own the service tech stack and the roadmap for AI-assisted service.
• Cross-Functional Leadership - Align the Sales-to-Service handoff so clients hear one consistent story from first promise through delivery, keep service commitments in line with operational reality, and represent the client in executive decisions on policy, pricing, and process.

What You Bring

• 15+ years in customer service, client experience, or contact-center leadership, including executive or VP-level ownership of multi-site or multi-channel operations.
• A proven record of building or transforming a service organization, owning both client outcomes and the function’s P&L and operating metrics.
• Experience in a regulated, high-stakes consumer environment (financial services, tax, healthcare, insurance, or similar) where documentation, disclosures, and complaint handling matter.
• Strong executive presence and data fluency, with the ability to brief a CEO, de-escalate a high-profile client issue, and set priorities using CSAT/NPS, quality, AHT/FCR, and retention data.
• Preferred: background in tax resolution, debt relief, or consumer finance; experience modernizing CCaaS, CRM, QA, and knowledge platforms; MBA or equivalent operating experience.

Why You’ll Love Working Here

• Impact - Every day, your leadership will help real people escape financial stress and rebuild their lives.
• Executive Influence - A seat at the leadership table, with the authority to shape policy, process, and investment on behalf of the client.
• Growth - We’re a rapidly expanding company, and you’ll build a scalable service model that new sites, channels, and products can plug into.
• High Client Satisfaction - With thousands of 5-star reviews, our clients consistently praise our expertise and results.

We’re looking for a calm, direct, and client-obsessed leader who knows service quality and compliance aren’t a trade-off, and who wants to build a service organization the CEO can trust without daily intervention.

Compensation

Base Salary: $220,000 – $250,000 per year.

Bonus: This position is eligible for an annual performance bonus tied to service quality and operating performance. Bonus earnings are variable and are not guaranteed.

Total Compensation: Actual compensation will vary based on individual and company performance. Bonus earnings are paid pursuant to the Company’s applicable bonus plan.

The salary range represents the good-faith range the Company reasonably expects to pay for the position upon hire.