Director of Customer Service

Nothing is a technology company focused on design and human creativity. They are seeking a Director of Customer Service to define and implement a global customer service strategy, leveraging AI and optimizing customer experiences across multiple markets.

Responsibilities:

• 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

Requirements:

• 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