Director of Customer Service

Terraboost Media is a fast-growing retail media business specializing in regional and national media sales and outreach. With over 100,000 5-foot-tall, full-color wellness billboards nationwide, we empower advertisers to go beyond traditional advertising—sponsoring wellness in communities across the USA. This unique opportunity allows brands to connect with consumers in meaningful ways, building trust, creating impact, and driving results. Advertisers enjoy prime visibility with jumbo wellness billboards strategically placed at the front doors and pharmacy wait areas of America’s top retailers, including CVS, Kroger, and Albertsons.

Terraboost Media is seeking a tech-savvy, process-driven Director of Customer Service to join our team. This role goes beyond traditional customer service—you will lead a support team and leverage technology, data, and operational best practices to ensure we deliver a world-class customer experience. You'll play a critical role in streamlining service delivery, optimizing SaaS platforms, and driving internal alignment to scale excellence across the organization.

This is a high-impact role in an environment that is rapidly evolving and still building foundational infrastructure. You will be instrumental in creating structure where it's currently lacking—including developing SOPs, scalable processes, workflows, training materials, and systems that improve onboarding, increase efficiency, and reduce friction across teams. This is an in-office role located in our Naperville, IL office.

Essential Functions:

• Lead, coach, and mentor a team of Customer Support Specialists to deliver exceptional service.
• Design and continuously improve customer service processes to boost efficiency and effectiveness.
• Leverage SaaS platforms (especially HubSpot) to streamline workflows, automate tasks, and monitor customer journeys.
• Establish and track KPIs (e.g., first response time, NPS, resolution rate); use data to diagnose issues and identify trends.
• Ensure the CRM system is optimized and accurately maintained to support reporting, forecasting, and service planning.
• Collaborate cross-functionally with Sales, Tech, and Operations to enhance the overall customer experience.
• Drive adoption of best practices in ticketing, routing, service delivery, and escalations.
• Regularly review customer feedback and make strategic recommendations to improve product and service offerings.
• Develop clear SOPs, onboarding and training resources, and standardized documentation to support future scale.
• Other duties as assigned.

Required Skills and Abilities:

• Excellent leadership and interpersonal skills.
• Strong written and verbal communication skills.
• Demonstrated experience with HubSpot CRM and Service Hub; Service Hub Certification preferred.
• Experience implementing or managing SaaS platforms (e.g., HubSpot, Zendesk, Salesforce, ServiceNow).
• Proven ability to optimize processes using automation, integrations, or low-code tools.