Director of Customer Service

United States$150k – $200kPosted 4 weeks ago

Role Overview

Nothing Else Matters is hiring a Director of Customer Service. This is a full-time role in United States. Part of Nothing Else Matters's Brand hiring. The posted range is $150k to $200k. Full responsibilities, required qualifications, and the apply link are listed in the description below.

Salary Context

This role offers $150k-$200k. The median for Director-level Brand roles is $200k-$275k (based on 10 listings). 26% below median.

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GoAgileChallengerORNothingFoundedLondonBacked

Job description

About Nothing

Nothing exists to make tech feel exciting again.

We’re building a different kind of technology company, one that puts design, emotion, and human creativity at the heart of everything we do. From the way our products look and feel to how we communicate and show up in culture, we believe technology should make you feel something.

Founded in London in 2020, we’ve grown from idea to global challenger in just a few years. Backed by GV (Google Ventures), EQT Ventures, and C Ventures, and investors like Tony Fadell (iPod), Casey Neistat, and Kevin Lin (Twitch), we’re now sold in 40+ markets with millions of users worldwide.

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: $150,000 - $200,000

About Nothing Else Matters

Nothing Else Matters

nothingelsematters.in

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Frequently Asked Questions

How do I apply for the Director of Customer Service position at Nothing Else Matters?

Use the Apply button above to submit your application directly to Nothing Else Matters. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.

Where is the Director of Customer Service position at Nothing Else Matters located?

This position is based in United States. Nothing Else Matters has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.

How much does the Director of Customer Service role at Nothing Else Matters pay?

Nothing Else Matters has posted a compensation range of $150k to $200k for this position. Final offers typically vary based on candidate experience, location, and internal salary bands.

When was the Director of Customer Service role at Nothing Else Matters posted?

This role was posted on June 22, 2026 (31 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.

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