Nothing Something

Director of Customer Service

United States · Director · Full-time

Sponsorship not specified$150k-$200kDetected 30 days ago

Customer SupportLeadershipCommunicationMentoring

About the role

Define and own Nothing's global customer service strategy, integrating AI self-service, agent-assist tools, and predictive diagnostics across every market
Build and run the global service partner ecosystem: repair networks, technology vendors, and AI platform partners aligned to aggressive satisfaction and cost targets
Lead end-to-end journey optimisation, identifying friction points in both digital and physical service and shipping measurable fixes fast
Partner with Product, Quality, and Growth to feed real service intelligence into hardware and software decisions
Build global capability: training programmes, knowledge systems, and AI-enabled tools that upskill both internal teams and external partners
Proven track record designing and running AI-enabled support: conversational AI, virtual assistants, agent-assist platforms, predictive analytics, or workflow automation
Ownership mindset: you set your own targets, track the metrics that matter, and don't need a framework to tell you when something's broken
Demonstrated experience managing global outsourced partners and cross-functional stakeholder environments across cultures and time zones

10+ years leading customer service, after-sales, or service transformation in consumer tech or telecoms, including direct experience scaling operations across multiple geographies

equally comfortable briefing the CEO and coaching a regional ops team
Turn large-scale operational and customer data into clear strategic recommendations for the leadership team

The team that owns this function shapes how millions of people feel about the brand after their first phone drops or their earbuds lose sync.
What we're looking for

This listing is sourced directly from Nothing Something's careers page and normalized into a canonical job model.