Job Title – Director of Customer Experience

About the Hiring Company

Our client is a long-established, family-owned franchise in the residential services industry. Since 2004, they’ve grown from the ground up to nearly 5,000 customers, building a strong reputation for personalized service and customer care. Operating on EOS, the company fosters a tight-knit, grace-based culture with a “family-first” mentality and long-tenured staff. With strong growth goals and a projected $5M in revenue this year, they’re seeking a leader who can help scale operations while preserving their people-first approach.

About the Role

As the Director of Customer Experience, you’ll oversee both the sales and customer service teams, driving team performance and retention. You’ll coach frontline staff, manage KPIs like conversion and customer satisfaction, and help shape outbound and upsell strategy during slower seasons. This is a key leadership role for someone who loves leading from the front and improving team execution without sacrificing culture.

Responsibilities

· Lead and coach sales and service teams (5-6 reps across both functions).

· Oversee customer experience KPIs including retention, reviews, and lead conversion.

· Drive outbound campaigns and upsell strategy during off-peak seasons.

· Provide regular coaching, feedback, and team performance evaluations.

· Identify operational gaps and make data-informed adjustments to team execution.

· Ensure customer-first service across all touchpoints.

Qualifications

· Background in both sales and customer service leadership.

· Strong operations and strategic planning skills.

· Track record of analyzing KPIs and improving team performance.

· Residential B2C experience highly preferred.

· Strong communicator and coach with adaptable leadership style.

Benefits

· Competitive base salary and performance based bonus.

· Company-wide retention bonus tied to growth.

· IRA plan.

· Paid holiday break from Christmas to New Year’s.

· Flexible, family-friendly work schedule.

· Values-driven leadership, autonomy, and personal development.

· In-office role based 30 minutes southwest of downtown Fort Worth.

About Us

At Peak Sales Recruiting, we specialize in connecting top B2B sales talent with businesses across North America. As a leading sales recruiting firm, we pride ourselves on understanding the unique needs of our clients and candidates. We would love to work with you to help you find your next exciting career opportunity and ensure the right match between your skills and the perfect role.

How to Apply

Ready to take your career to the next level? Apply now! Submit your resume

We look forward to hearing from you!

Job Code – 21027