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Now Hiring: Service Director | Remote (U.S.-Based)
One of our best clients in the wellness space is seeking a Fully Remote Service Director to take full ownership of the post-purchase experience, ensuring every customer interaction reflects the highest standard of excellence. This is an incredible opportunity to shape the service foundation of a fast-growing, category-defining company.
The company is a groundbreaking wellness brand that is redefining the hydrotherapy experience, creating high-end, direct-to-consumer products that deliver luxury and performance without the traditional markups. Its latest innovation, a dual-function hot tub and cold plunge system, brings recovery, relaxation, and rejuvenation together in one seamless design.
Led by proven entrepreneurs who have already transformed a major consumer industry, this team is now setting a new standard in wellness, making beautifully designed, easy-to-use, and customer-first products accessible to all.
Service Director Key Responsibilities:
Customer Support Ownership
- Manage incoming customer maintenance and repair inquiries via email, phone, text, and video.
- Ensure timely, empathetic, and high-quality resolutions using customer service software.
- Uphold company reputation for outstanding customer care.
Diagnostics & Troubleshooting
- Use company equipment (provided to you) to replicate and diagnose technical issues.
- Develop troubleshooting protocols, FAQs, and instructional guides for recurring issues.
- Create clear step-by-step videos and written content for customers and service providers.
Service Coordination & Vendor Management
- Identify and coordinate with local technicians for on-site repairs.
- Guide technicians remotely to ensure consistent quality and service standards.
- Serve as liaison between customers, service providers, and manufacturing partners—helping improve the product and customer experience.
Service Director Position Details:
Location: Fully Remote (U.S.-Based)
Hours: Standard First Shift Hours
Assignment Length: Permanent
Start Date: Immediate Start
Compensation: $70-$110K/yr.
Must-Have Skills & Experience:
- Strong background in plumbing, HVAC, electrical systems, or appliance repair (spa/hot tub experience a plus).
- Highly tech-savvy—comfortable using video conferencing, CRM systems, and customer service tools.
- Excellent communication skills with the ability to explain complex technical concepts clearly.
- Proven experience building service processes, documentation, and troubleshooting systems.
- Highly organized, proactive, and comfortable working independently in a remote environment.
Preferred Skills:
- Prior experience in customer service or field service.
- Background in hydrotherapy equipment, cold plunges, or hot tubs.
- Familiarity with pumps, heating/cooling systems, filtration, and water chemistry.
Why Join The Team:
- Take full ownership of the customer service function in a rapidly scaling, innovative company.
- Collaborate directly with leadership to influence product development and customer experience.
- Build the service operation from the ground up—your work will define the customer journey.
- Enjoy competitive pay, benefits, and meaningful growth opportunities.
At Goodwin Recruiting, we are committed to our core values and providing world class customer service. We are committed to helping our clients navigate and comply with the complex and ever-changing labor laws as well as help ensure that in every hiring decision, internally and with our client partners, that all viable candidates are considered, and the most qualified candidate is offered the role. We evaluate the knowledge, skills, and abilities that meet the requirements of the position and aim to open doors and change lives. We value all people, understanding that uniqueness and diversity foster a stronger team that is innovative and brings varying perspectives to the table. We put our money where our mouth is and are proud of our efforts to identify a broad slate of candidates, with many hiring success stories to share.
JOB ID: 167842
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Ginny Pappaianou