Director - Customer Service

Job Description

Job Description

MOTER Technologies, Inc. (“MOTER”) is unlocking the world of connected vehicle data to power innovative products and services for the automotive, mobility, and insurance industries. Our edge-computing-based advanced data analytics and software platform transforms vehicle data into actionable insights that drive the next generation of driver scoring, risk analytics, and insurance solutions.

MOTER is modernizing the insurance industry by equipping insurers with real-time vehicle insights to enhance underwriting, streamline claims, and improve risk assessment. To drive this transformation, MOTER is building white-labeled insurance products for some of the most recognized brands in the automotive industry. These offerings leverage the full suite of MOTER’s connected vehicle data solutions—including next-generation telematics and claims visualization tools—bridging the gap between automakers and insurers, accelerating innovation, and delivering measurable value across the mobility ecosystem.

Job Overview

The Director – Customer Service is responsible for setting the strategic vision and ensuring the operational excellence of customer service delivery across all channels. This role oversees both in-house and outsourced contact center operations, providing consistent service quality, efficient operations, and compliance with regulatory requirements. The Director will foster strong partnerships with multiple service providers while driving innovation, digital transformation, and a customer-first culture.

As a key member of the leadership team, reporting directly to the Chief Customer Officer, the Director will shape service policies, implement best practices, and ensure that every customer interaction strengthens the company’s reputation for exceptional service.

Essential Functions

• Strategic Leadership : Develop, implement, and continuously refine the customer service strategy to align with company goals and enhance customer satisfaction.
• Operational Management : Lead day-to-day operations of the contact center and customer service teams, both in-house and outsourced, ensuring seamless integration and consistent service delivery.
• Vendor & Partner Management : Build and maintain strong relationships with multiple service partners and vendors; ensure adherence to service-level agreements and contractual obligations.
• Performance Optimization : Define, track, and report on KPIs, including service levels, call handling times, abandonment rates, and customer satisfaction scores (NPS).
• Capacity & Workforce Planning : Oversee workforce planning, scheduling, and vendor management to meet service demands and optimize performance.
• Technology & Process Improvement : Partner with IT and data teams to enhance Guidewire servicing workflows, reporting capabilities, and integration of automation tools.
• Digital Transformation : Lead the adoption of digital tools, self-service channels, and process automation to improve efficiency and customer engagement.
• Team Leadership : Build, mentor, and inspire a high-performing leadership team; foster a culture of accountability, collaboration, and professional development.
• Regulatory Compliance : Ensure adherence to all applicable laws and industry regulations; oversee effective resolution of escalated customer concerns.
• Customer-Centric Culture : Promote a company-wide focus on delivering exceptional service experiences at every customer touchpoint.
• Perform additional duties as needed to support evolving business priorities.

Qualifications

Office Location

Compensation

Benefits

EEO / AA / M / F / Vet / Disability Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

For accommodation or special assistance in applying for a posted position, please contact our Human Resources department at (424)322-9518.