[Remote] Director of Customer Service

Note: The job is a remote job and is open to candidates in USA. Nothing is a technology company focused on design and human creativity, aiming to enhance customer experiences. The Director of Customer Service will define and own the global customer service strategy, integrating AI tools and optimizing service journeys across various markets.ResponsibilitiesDefine and own Nothing's global customer service strategy, integrating AI self-service, agent-assist tools, and predictive diagnostics across every marketBuild and run the global service partner ecosystem: repair networks, technology vendors, and AI platform partners aligned to aggressive satisfaction and cost targetsLead end-to-end journey optimisation, identifying friction points in both digital and physical service and shipping measurable fixes fastSet global service standards and governance frameworks for phones, audio, and connected devices while keeping local markets agile and compliantPartner with Product, Quality, and Growth to feed real service intelligence into hardware and software decisionsTurn large-scale operational and customer data into clear strategic recommendations for the leadership teamBuild global capability: training programmes, knowledge systems, and AI-enabled tools that upskill both internal teams and external partnersSkills10+ years leading customer service, after-sales, or service transformation in consumer tech or telecoms, including direct experience scaling operations across multiple geographiesProven track record designing and running AI-enabled support: conversational AI, virtual assistants, agent-assist platforms, predictive analytics, or workflow automationDeep product knowledge across smartphones, audio, wearables, and connected devices, with the technical curiosity to go under the hood when neededOwnership mindset: you set your own targets, track the metrics that matter, and don't need a framework to tell you when something's brokenAnalytical by default: you derive clear decisions from large, messy datasets and aren't satisfied with directional insight when precision is possibleDemonstrated experience managing global outsourced partners and cross-functional stakeholder environments across cultures and time zonesExceptional communication skills, up and down the org: equally comfortable briefing the CEO and coaching a regional ops teamCompany OverviewNothing develops consumer electronics, including smartphones and earbuds, with a focus on connectivity and design. It was founded in 2020, and is headquartered in London, England, GBR, with a workforce of 501-1000 employees. Its website is https://nothing.tech.