JOB DETAILS

Customer Service Director

CompanyBestway USA, Inc.
LocationChandler
Work ModeOn Site
PostedJanuary 13, 2026
About The Company
Welcome to Bestway USA! We’ve been in the inflatables business since 1994, bringing fun to homes nationwide. From the beach ball — our very first product — to Mega Water Parks, we’re committed to manufacturing high-quality and innovative products. Our extensive range of products means we have something for every customer! Our Arizona headquarters has been active since 2013. Our core values of Respect, Recognition, Accountability, Leadership and Communication are the backbone of our company culture. In 2023, Bestway USA was named a Top Company to Work for in Arizona for the third year in a row.
About the Role

Description

At Bestway USA, our passions and innovations come to life thanks to the people who work here. We value diversity and believe that different backgrounds, ideas, and perspectives help us spread happiness and create a culture of positivity. We embrace flexibility and many of our positions offer a hybrid work-from-home schedule. Bestway USA was selected as one of the top companies to work for in Arizona for 5 consecutive years, most recently in 2025! We generously start all employees with at least 20 days of paid time off annually and at least 14 paid holidays. We are a hard-working, casual, dog-friendly company (yes, your polite and playful pup is always welcome at our office!). We invest in our employees' - and their families - health; we believe this is part of your total compensation, so we strive to keep employee costs low and contribute thousands each year to every plan's premium. Our Core Values of Respect, Recognition, Accountability, Leadership, and Communication guide our decision making, how we engage with others, and how we lead our teams.


The Customer Service Director is responsible for maintaining outstanding customer service for all Bestway consumers in the US and Canada by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department.


Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Oversee a team of Customer Service Managers, Supervisors and Customer Service Representatives, including full time and seasonal employees, to support all post- purchase consumer warranty needs
  • Develop, implement, and maintain Customer Service Department policies, procedures and knowledge bases.
  • Create and oversee a department budget based on parameters from executive management 
  • Identify process and system engineering opportunities and innovative solutions to improve the customer experience and increase departmental efficiencies.
  • Oversee employee training and development programs
  • Measure individual team member performance based on set department metrics and goals and address missed KPIs through training or performance measures
  • Provide feedback to Shanghai Quality Team and Senior Management regarding service failures or customer concerns
  • Oversee consumer and customer product liability claims, BBB complaints, Attorney General Complaints, etc.
  • Evaluate consumer reviews for service related issued that need to be addressed
  • Handle escalation of any disgruntled customers
  • Prepare monthly metrics report, including  goals to actual reporting, as well as status on projects
  • Assist in negotiating contracts related to customer service systems, phone systems, freight contracts, etc.
  • Forecast the needs for future seasons based on sales data for the upcoming year, including the seasonal hiring plan
  • Oversee inventory stock levels for warranty parts, or for post warranty support
  • Work with Ecommerce Director to design website features and functionality to be as user friendly as possible, related to the Customer Service and Warranty process
  • Work with Creative Department on content for manuals and customer service-related videos
  • Work with our Shanghai team on customer service guidelines and reporting needs

Requirements

Competencies: 

  • Excellent communication skills, both written and verbal 
  • Understanding the importance of the consumer experience 
  • Ability to adapt to changing situations 
  • Strong leadership skills 
  • Ability to analyze and solve problems 
  • Strong motivation to achieve results 
  • Understanding of customer service systems, phone systems and general computer system knowledge 

Required Education and Experience:

  • Bachelor’s degree or an equivalent number of years of experience 
  • At least 10 years of experience managing a customer service team
  • Customer service experience within a consumer product environment
  • Extensive call center management experience
  • Experience with outsourcing or offshoring Level 1 Call Center roles a plus
  • Experience managing a seasonal workforce a plus
Key Skills
Communication SkillsConsumer ExperienceLeadership SkillsProblem SolvingResults OrientationCustomer Service SystemsCall Center Management
Categories
Management & LeadershipCustomer Service & Support
Benefits
Paid Time OffPaid HolidaysHealth Insurance
Job Information
📋Core Responsibilities
The Customer Service Director oversees a team to maintain outstanding customer service for Bestway consumers in the US and Canada. This includes developing policies, managing budgets, and improving customer experience.
📋Job Type
full time
📊Experience Level
10+
💼Company Size
109
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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