Director of Customer Service

\*\*\***This is a remote position with preference given to candidates based in or near Loveland, Colorado.** Periodic travel to company offices and markets may be required.\*\*\* **About Core Fiber** Core Fiber Partners is a growing telecommunications company dedicated to delivering reliable, high\-speed internet and connectivity solutions to the communities we serve. Through our family of regional brands, we focus on building strong local relationships while providing the technology and infrastructure customers depend on every day. We operate across multiple states, bringing fiber\-forward innovation, dependable service, and customer\-focused support to residential and business clients alike. Our team is committed to expanding broadband access, improving network performance, and ensuring our customers stay connected to what matters most. At Core Fiber, we believe our people are the foundation of our success. We foster a culture built on accountability, collaboration, and continuous improvement. Whether in the field, supporting customers, or driving strategy behind the scenes, every team member plays a vital role in delivering exceptional service and strengthening the communities we serve. If you’re looking to grow your career in a fast\-paced, evolving industry where your work makes a real impact, Core Fiber Partners may be the right place for you. **Position Summary** The Director of Customer Service is responsible for developing and leading a high\-performing customer service department that delivers exceptional experiences at every stage of the customer journey. This role oversees customer service strategy, customer support operations, customer retention, billing support functions, third\-party call center partners, team performance, and continuous improvement initiatives while ensuring service standards align with Core Fiber's strategic objectives and growth initiatives. The Director of Customer Service directly leads the Customer Service Supervisors and the Customer Retention specialist, and oversees Customer Service Advisors and Front Desk \& Billing Support Representatives through the Customer Service Supervisors. This position serves as the senior leader responsible for customer experience, customer satisfaction, service quality, retention, and customer advocacy across the organization. The ideal candidate is a strategic and hands\-on leader who combines strong people leadership with operational discipline, customer empathy, and a data\-driven approach to improving customer satisfaction, loyalty, and retention. This role partners closely with executive leadership, Sales, Marketing, Field Operations, Network Operations, and Finance to ensure the voice of the customer is represented in business decisions and operational planning. **Essential Duties and Responsibilities** The essential functions include, but are not limited to, the following: **Customer Service Strategy** * Develop and execute a comprehensive customer service s