Director of Customer Service (Remote)

Title:  Director of Customer Service

Department:  Customer Service

Reporting to: Chief Business Officer

Compensation: 155K - 170K CAD

Location: Remote - Canada (Candidates based in British Columbia, Alberta, Manitoba, Saskatchewan, Ontario, Nova Scotia or willing to relocate) 

Who We Are:

World Education Services (WES) is a non-profit social enterprise that supports the educational, economic, and social inclusion of immigrants, refugees, and international students. For 50 years, WES has set the standard for international academic credential evaluation, supporting millions of people as they seek to achieve their academic and professional goals. Through decades of experience as a leader in global education, WES has developed a wide range of tools to pursue social impact at scale. From evaluating academic credentials to shaping policy, designing programs, and providing philanthropic funding, we partner with a diverse set of organizations, leaders, and networks to uplift individuals and drive systems change. Together with its partners, WES enables people to learn, work, and thrive in new places. For more information about WES, please visit our website at www.WES.org.  

About the Opportunity:

The Director of Customer Service to lead and transform its global customer service function during a period of operational evolution and growth. This is a high-impact leadership role responsible for elevating service quality, strengthening operational rigor, modernizing systems and workflows, and ensuring that the voice of the customer meaningfully informs business decisions.

The Director will oversee a globally distributed, hybrid customer service model, including internal teams and third-party vendors, and will play a critical role in stabilizing operations in the near term while building a scalable, future-ready service organization. This role is a key member of the business division leadership team.

What You'll Do:

Customer Service Leadership & Operations

• Own end-to-end customer service performance across all channels (email, phone, chat, social), geographies, and vendors.
• Establish clear operational standards for responsiveness, resolution quality, tone, and escalation management.
• Stabilize and reduce backlogs, improve first-contact resolution, and ensure consistent SLA adherence.
• Lead crisis and escalation management with composure, clarity, and accountability.
•  Analyze our current customer experience, pathways and our overall CX positioning in relation to industry recognized models
•  Develop a clear, agreed strategy and framework for delivering our evolved customer experience, which will enable us to deliver best-in-class customer experience

Vendor & Global Operations Management

• Lead and manage external customer service vendors, ensuring performance, cost-effectiveness, and quality alignment.
• Define clear governance, KPIs, and operating cadences with vendors; intervene decisively when performance gaps emerge.
• Partner with internal stakeholders to assess make-vs-buy decisions and evolve the vendor footprint over time.
• Navigate and optimize service delivery across regions and time zones, with sensitivity to cultural and operational nuances.

Technology, Data & Continuous Improvement

• Own the customer service technology stack, including CRM and ticketing systems (e.g., Salesforce or equivalent).
• Partner closely with Product, Technology, and Data teams to improve tooling, automation, reporting, and self-service capabilities.
• Leverage data and insights to identify systemic issues, root causes, and opportunities for operational improvement.
• Champion a mindset of continuous improvement, experimentation, and learning within the function.

Voice of the Customer & Cross-Functional Influence

• Elevate customer insights into actionable intelligence for leadership across Product, Operations, Finance, and Strategy.
• Translate customer pain points into clear priorities and business cases for change.
• Serve as a credible advocate for customers, balancing empathy with operational realism.
• Build strong partnerships across the organization to ensure customer service is integrated, not siloed.

Team Leadership & Change Management

• Lead, coach, and develop a senior customer service leadership team.
• Identify and implement the appropriate tools, training, skills development, processes, technology or systems that will enable the team to deliver high quality and effective services and solutions e Set clear expectations, accountability, and performance standards.
• Lead the function through change with clarity, steadiness, and transparency.
• Foster a culture of ownership, professionalism, and pride in service excellence.

Your Experience:

Required

• 7+ years of experience in customer service, operations, or customer solutions leadership, including senior-level roles.
• Proven track record leading complex, multi-channel, global customer service operations.
• Demonstrated experience managing and scaling third-party vendors and outsourced service models.
• Strong operational discipline with the ability to move from diagnosis to execution.
• High comfort with CRM platforms, customer service tooling, reporting, and analytics.
• Experience leading teams through ambiguity, change, and operational reset.
• Strong executive presence and communication skills, able to influence across levels and functions.

Desired

• Experience in mission-driven, social enterprise environments.
• International or cross-cultural operational experience.
• Exposure to automation, AI-assisted service tools, or workflow modernization.
• Experience partnering closely with Product and Technology teams.

What We Offer:

Joining our team at WES means embarking on a purpose-driven career with a global impact, where you contribute daily to making a tangible difference in the lives of people worldwide. You'll thrive in an employee-centric environment, with access to learning opportunities, pathways for personal and professional development, and recognition of your achievements. Our inclusive, mission-driven culture values employees and focuses on investing in our people through our culture, people framework, and programming while offering the flexibility of remote work options.

• Work-Life Harmony: We believe that success is all about maintaining balance. Enjoy the freedom of remote work and flexible scheduling, paired with generous time-off policies designed to assist you in maintaining a healthy equilibrium between your personal and professional commitments. Our comprehensive wellness programs and work environment are focused on fostering your well-being.
• Rewards and Recognition: Your dedication and achievements are the cornerstone of our success. We recognize the importance of valuing your hard work which is why we offer competitive compensation, comprehensive benefits, and tangible rewards to celebrate your contributions.
• Professional Growth and Development: We are committed to nurturing growth within our team, recognizing that growth is essential to providing opportunities for career advancement and ongoing professional development. To prioritize your learning and success, we invest in comprehensive training programs and offer tuition reimbursement opportunities. We promote a culture of continuous learning that empowers you to thrive and evolve in your career.
• Innovation and Impact: Engage in work that directly transforms lives and empowers individuals and communities by expanding access to global educational and professional pathways. Join us in fostering a culture that values innovation, embraces new approaches, and leverages transformation to implement and drive impactful change.
• Community and Connection: Our team is made up of individuals from different cultures and backgrounds who have varying perspectives and ideas. Our diverse workforce reflects the global community we serve, and we take pride in it. We are committed to fostering a workplace where everyone feels valued, respected, and included. Experience the power of connection by participating in a range of activities, including employee-led resource groups, town halls, collaborative team events, meaningful volunteer opportunities, and initiatives that promote equity, celebrate diversity, and cultivate a strong sense of belonging within our organization. 

Values: 

• Opportunity - We open doors so people can build better futures.
• Inclusion - We become stronger, more creative, and more resilient when we embrace diversity.
• Equity - We uphold fairness and justice in our work and actions.
• Enterprising - We are resourceful, inventive, and driven.
• Expertise - We challenge ourselves to be the best at what we do.

Inclusive Recruitment Process:

We welcome all applicants, irrespective of their experience perfectly fitting the job description, as we value diverse and innovative viewpoints. At our organization, individuals who thrive in a culture of continuous learning and inclusive teamwork excel. We are committed to fostering an inclusive and accessible work environment where everyone feels valued, respected, and supported and welcome members of all backgrounds and perspectives to apply.

Our Commitment:

World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits. We comply with all applicable federal, state, and local anti-discrimination laws. For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential. 

If you require assistance and/or accommodation at any point during the recruitment process, please contact us at hiring@wes.org, we're here to support you. Our Talent Acquisition team is happy to work with you to find solutions that meet your needs.

For more information about WES, please visit our website at www.WES.org