Director of Customer Service (San Francisco) Job at OneNotary, San Francisco, CA

d1Y1V3pSQ0tUeUxFbWc2VStPZjJTVHd3YXc9PQ==
  • OneNotary
  • San Francisco, CA

Job Description

Overview

At OneNotary, we are transforming the notary industry by making secure, fast, and accessible online notarization available anytime, anywhere. Trusted by tens of thousands of businesses across the U.S., we provide a seamless digital experience for lifes most important moments. As we scale, we are looking for passionate leaders to help us redefine customer success in a highly regulated and mission-critical environment.

Role Description

We are seeking a Director of Customer Service to lead our growing organization and elevate the customer experience across all touchpoints. This is a strategic leadership role focused on scaling notary operations, enhancing service quality, and building a customer-first culture. You will be responsible for overseeing day-to-day notary operations, managing cross-functional initiatives, and championing process improvements that drive efficiency, satisfaction, and retention.

Reporting directly to executive leadership, the Director will collaborate closely with Product, Engineering, Compliance, and Sales to ensure our customersboth businesses and individualsreceive exceptional, compliant, and timely service.

Key Responsibilities

  • Lead and scale the customer service team, including support agents and notary operations specialists.
  • Design and implement customer experience strategies that improve satisfaction, reduce resolution time, and increase retention.
  • Establish and monitor KPIs to evaluate team performance, quality, and operational efficiency.
  • Oversee workforce planning, ticket routing, and queue management to meet service-level goals.
  • Collaborate with Product and Engineering teams to provide feedback loops and influence feature development.
  • Ensure compliance with state-specific regulations in all customer interactions and notarial processes.
  • Develop and maintain training programs that align with evolving operational needs and compliance requirements.
  • Own and optimize tools, systems, and workflows that support customer communication (e.g., Zendesk, Intercom).

Qualifications

  • 5+ years of leadership experience in customer service or operations, ideally in SaaS, legal tech, fintech, or other regulated industries.
  • Proven success building and scaling high-performing support teams in fast-paced environments.
  • Experience managing distributed or remote support teams.
  • Familiarity with regulatory and compliance considerations in service delivery.
  • Strong track record in implementing process improvements and leveraging technology to improve customer outcomes.

Details

  • Seniority level: Director
  • Employment type: Full-time
  • Industries: IT Services and IT Consulting
#J-18808-Ljbffr

Job Tags

Full time, Remote work,

Similar Jobs

State of Delaware

Registered Nurse III (RN Investigator) Job at State of Delaware

 ...at any time. Summary Statement The position of RN investigator supports DPC by investigating incidents that impact the...  ...Kent or New Castle County. A satisfactory criminal background check is required and must be covered by the applicant, with... 

Ritual Hot Yoga, San Francisco, FIDI

Yoga Instructor at Ritual Hot Yoga, San Francisco, FIDI Job at Ritual Hot Yoga, San Francisco, FIDI

 ...Job Description Job Description Ritual Hot Yoga is re-opening and looking for badass Yoga Teachers. Ritual Hot Yoga is more than a mission, more than a practice, it is a yoga community held together by the fabric of its exceptional teachers. Interested in joining... 

Red Lilly Plumbing Inc

Finisher Job at Red Lilly Plumbing Inc

 ...Career Advancement Opportunities Job Summary We are seeking a talented Finisher to join our team! In this role, you will construct, install, and repair structures and fixtures of wood, plywood, wallboard, stucco and concrete after plumbing projects are completed... 

Fantastic Sams

Hair Stylist Job at Fantastic Sams

 ...lead/managerial roles Fun, team-oriented salon culture Become an artistic expert in haircuts and color for all ages with paid industry-leading training programs from trained professionals Be a part of a friendly team who supports one another and has fun together... 

National Veterinary Associates

Veterinarian Job at National Veterinary Associates

 ...flexible to your needs. A few highlights of our NEW STATE-OF-THE- ART location: 2-table\nsurgery suite, 2-table dental suite, 6 exam rooms, comfort suite, state-of-the-art\nultrasound, laser therapy, Idexx in-house lab, and separate cat and dog waiting\nareas....