Director, Customer Service

Join us as the Director, Customer Service , and own the reactive half of Anova’s post-sale customer experience — the technical support, service, and RMA execution that keeps every monitored asset healthy, reporting, and trusted by the customer who depends on it. The Director, Customer Service is accountable for executing global Customer Service operations across all four of Anova’s markets — LPG, Fuel & Lubricants, Industrial Gas, and Chemicals — and for the productivity, resolution quality, and automation maturity of an organization led from Portugal (APT), home to both the leadership team and the largest single concentration of Customer Service reps, with additional reps based in the US, Germany, and Malaysia. Reporting to the Vice President, Customer Engagement (Global), this leader is the reactive counterpart to the Director, Customer Engagement (Europe): where that role owns proactive adoption and account growth, this role owns what happens the moment a customer has a problem — and how fast, and how intelligently, Anova solves it. Success in this role depends on being an exceptional change agent. Customer Service today, and the automation and AI transformation this role is chartered to lead, must work identically well for Commercial Fuels (LPG, Fuel & Lubricants) and Industrial (Industrial Gas, Chemical) customers — two segments with different products, different customer bases, and, historically, different ways of working. The Director is accountable for building one collaborative Customer Service operating standard that both segments trust, while respecting the product and customer nuances that make each vertical distinct. Where You’ll Work: This is a remote-friendly role — most of your work in practice can be done remotely, with occasional in-person collaboration at our Porto office. Our engineers tell us that flexibility is one of the things they value most about working here. Job Duties and Responsibilities Global Customer Service & Technical Support Execution

• Own end-to-end global customer support, service, and technical support operations — from first contact through resolution — across all four verticals (LPG, Fuel & Lubricants, Industrial Gas, and Chemicals).
• Set and hold the organization accountable to support SLAs, technical escalation paths, First Contact Resolution, Technical Win Rate, and service-quality standards that are consistent across every region and vertical.
• Ensure Engage/CSM (proactive) and Customer Service (reactive) operate as one unified post-sale experience — the customer should never feel a seam between “success” and “support.”
• Manage RMAs, deployment escalations, and technical-issue resolution end to end, in partnership with Installation Operations and the CSM organization. Automation & AI-Driven Service Transformation
• Champion and lead the transformation of Customer Service from a linear, headcount-driven ticket-resolution model to an automation- and AI-first support organization.
• Direct the Customer Service Rep III team’s mandate to evaluate, pilot, and implement automation and AI improvements — intelligent ticket triage and routing, AI-assisted diagnostics, self-service and knowledge tooling, and automated resolution of repeatable issues — as its primary responsibility, not a side project.
• Partner with the CDAO’s AI, Data & Analytics function to apply Aperture and applied AI in customer products to the support workflow; act as a primary internal customer of that roadmap for customer-service use cases.
• Establish and track automation/AI-adoption metrics — % of tickets auto-resolved or deflected, AI-assisted resolution time, self-service adoption — alongside traditional SLAs, and report progress as a distinct line of the Customer Service scorecard. Customer Service Organization Leadership
• Lead the global Customer Service organization through a two-tier structure: three Customer Service Team Leaders, each aligned to a vertical and region (Commercial Fuels US, Industrial US/Rest of World, and Commercial Fuels Rest of World), who manage Customer Service Rep I and Rep II support, and Rep III resources who report directly to the Director.
• Hold each Customer Service Team Leader accountable for their team’s productivity, queue health, first-contact resolution, and the day-to-day operating rhythm of frontline support — while ensuring consistent standards across all three.
• Direct the Customer Service Rep III organization personally given its outsized strategic importance — Rep III owns the most complex technical escalations and is the team accountable for evaluating and implementing the automation and AI improvements that reshape the whole support motion.
• Build career pathways from Customer Service Rep I through Rep III, and hire, ramp, and retain the Customer Service team — anchored in Portugal, with reps also based in the US, Germany, and Malaysia — so it scales with installed-base growth without proportional headcount growth. CSM / Engage Partnership & Service Hand-Off
• Partner with the Director, Customer Engagement (Europe) and the global CSM organization to define and continuously refine the hand-off point between proactive Engage/CSM activity and reactive Customer Service.
• Own clean intake of repeatable service requests, RMAs, and technical support issues handed off from CSMs, so CSMs stay focused on adoption, expansion, and account health rather than ticket resolution.
• Feed technical-issue and escalation intelligence — recurring failure modes, product gaps, ERP-integration friction — back to CSMs, the vertical Directors, and the Platform/AI partnership below. Platform, Data & Escalation Partnership
• Act as the escalation owner for technical issues that require platform or engineering intervention, partnering with the CTO organization to resolve systemic problems surfaced through the support channel.
• Report support and service health — ticket volume, resolution time, First Contact Resolution, Technical Win Rate, technical-escalation rate, automation/AI deflection rate, and CSAT — as part of the Vice President’s integrated post-sale scorecard.
• Partner with the CDAO on the applied-AI and Aperture roadmap for customer-facing and internal support tooling, shaping priorities by what actually reduces customer effort and cost-to-serve.
• Represent Anova’s support organization at relevant industry forums, sharing automation and AI proof points that strengthen Anova’s commercial story. Change Leadership Across Commercial Fuels and Industrial
• Serve as a change agent for the shift to an automation- and AI-enabled service model, building buy-in across a globally distributed, multi-vertical support organization.
• Reinforce one collaborative Customer Service operating standard across both the Commercial Fuels (LPG, Fuel & Lubricants) and Industrial (Industrial Gas, Chemical) segments — the same standard the three vertical/region-aligned Team Leaders (Commercial Fuels US, Industrial US/RoW, Commercial Fuels RoW) are jointly accountable for — while respecting each vertical’s product and customer nuances.
• Represent the Customer Service perspective in vertical-level planning with the Director, Commercial Fuels and the Director, Industrial, ensuring support capacity and automation investment keep pace with each vertical’s growth. What You'll Need to Succeed: Minimum Requirements -
• 8+ years of progressive experience in customer support, technical support, service operations, or customer service leadership within industrial IoT, energy, fuel, or technology-enabled service businesses, including direct leadership of multi-tier (Customer Service Rep I-III or equivalent) support teams.
• Demonstrated experience leading a support or service organization through automation and AI adoption — e.g., AI-assisted triage and routing, self-service tooling, chat/agent assist, workflow automation — with measurable reduction in cost-to-serve or improvement in resolution time.