[Hiring] Director of Customer Service @Nothing

Role Description

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.
• Set global service standards and governance frameworks for phones, audio, and connected devices while keeping local markets agile and compliant.
• Partner with Product, Quality, and Growth to feed real service intelligence into hardware and software decisions.
• Turn large-scale operational and customer data into clear strategic recommendations for the leadership team.
• Build global capability: training programmes, knowledge systems, and AI-enabled tools that upskill both internal teams and external partners.

Qualifications

• 10+ years leading customer service, after-sales, or service transformation in consumer tech or telecoms, including direct experience scaling operations across multiple geographies.
• Proven track record designing and running AI-enabled support: conversational AI, virtual assistants, agent-assist platforms, predictive analytics, or workflow automation.
• Deep product knowledge across smartphones, audio, wearables, and connected devices, with the technical curiosity to go under the hood when needed.
• 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.
• Analytical by default: you derive clear decisions from large, messy datasets and aren't satisfied with directional insight when precision is possible.
• Demonstrated experience managing global outsourced partners and cross-functional stakeholder environments across cultures and time zones.
• Exceptional communication skills, up and down the org: equally comfortable briefing the CEO and coaching a regional ops team.

Requirements

• Location: San Francisco (or remote within the US for candidates who meet the qualifying standard).
• Working Pattern: Full-time, in-office five days a week where based in SF. We can work around personal needs where it makes sense, but being together is how we do our best work.
• Salary Range: $170,000–$190,000.