Director of Customer Service

About The Team 

Nothing's customer experience is a commercial asset, not a cost centre. The team that owns this function shapes how millions of people feel about the brand after their first phone drops or their earbuds lose sync. Right now we're rebuilding it: replacing legacy support infrastructure with AI-native tooling, shifting from reactive case-handling to predictive resolution, and extending our reach from UK and India into the US. You'd be the person who decides what that looks like globally and builds it from scratch.

What you'll do 

• 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

What we're looking for

• 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

How We Work

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