Job Description

Company Description

At OneNotary, we’re 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 life’s most important moments. As we scale, we’re looking for passionate leaders to help us redefine customer success in a highly regulated and mission-critical environment.

Role Description

We’re 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 customers—both businesses and individuals—receive 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).

Qualification

• 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.

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