Director, Customer Service

About the role

We are looking for a Director of Customer Service to lead the reactive side of Anova’s post‑sale experience. You will own global technical support, service and RMA execution for all four market verticals, ensuring assets remain healthy and customers stay confident.

Key responsibilities

• Manage end‑to‑end global customer support, from first contact through resolution, across LPG, Fuel & Lubricants, Industrial Gas and Chemicals.
• Define and enforce service level agreements, escalation paths, first‑contact resolution targets and quality standards consistently across regions.
• Integrate proactive Customer Success and reactive Customer Service teams into a seamless post‑sale journey.
• Oversee RMA processes, deployment escalations and technical issue resolution in partnership with Installation Operations and CSM teams.
• Drive the transformation of the service organisation toward automation and AI‑first processes, reducing reliance on headcount‑driven ticket handling.
• Lead a distributed team based in Portugal, the United States, Germany and Malaysia, fostering collaboration and continuous improvement.

Required profile

• Proven experience as a change agent leading large‑scale customer service or support functions.
• Track record of managing global, multi‑vertical operations with consistent performance metrics.
• Strong leadership skills with the ability to align diverse regional teams around common standards.
• Comfort with remote‑first work environments and occasional on‑site collaboration.

Required skills