Director of International Customer Service
As ALO expands globally, we are committed to delivering exceptional customer experiences that are both locally relevant and aligned with our global brand standards. The Director of International Customer Service will play a pivotal role in ensuring our digital and customer support strategies are seamlessly implemented across various regions to meet the diverse needs of our international clientele.
This leadership position involves developing and executing ALO's international customer service roadmap, defining how we launch and scale support across different markets, languages, and time zones. The role includes overseeing our training and quality functions, setting new benchmarks for success as we enter new markets. Collaboration with external vendors and internal teams—such as Digital, Technology, Operations, and Retail—is essential to deliver a consistent and excellent ALO experience worldwide. Acting as an advocate for our international customers, this role will champion experience improvements and keep the customer experience at the forefront of organizational priorities.
Key responsibilities include developing ALO's international customer experience strategy in partnership with Digital and International leaders, leading international expansion initiatives by establishing languages, channels, hours, and workflows that align with local customer expectations and regulations, and partnering with Customer Service and Retail leaders to ensure scalable alignment of experience and operations globally. Additionally, the role involves overseeing the Customer Service Training team to ensure our tone, language, and procedures embody the ALO experience in every region, and partnering with Technology and Operations teams to optimize systems, automations, and tools for global efficiency.
The ideal candidate will have 8-10+ years of experience within customer-facing industries, with direct experience launching digital global customer support programs and new markets, and at least 5 years of leadership experience. A deep knowledge and curiosity about customer experience and service design, specifically as it relates to channel localization and emerging trends/innovation (such as AI and automation), is essential. The candidate should be a highly collaborative leader who inspires alignment across cross-functional teams, a strategic thinker with the ability to scale complex programs and deliver fast results in fast-growing environments, and data-driven, eager to turn customer insights into action. Familiarity with CRM systems (e.g., Zendesk, Salesforce, Gladly) and experience in luxury and/or lifestyle brands are preferred. A background in launching support operations in Asia and/or Europe is a bonus.
The base salary range for this position is $150,000 to $200,000 per year, representing the current range for this exempt position. Actual salaries will vary based on factors including but not limited to location, experience, and performance. Other rewards may include performance bonuses, long-term incentives, a PTO policy, and many other progressive benefits.