Associate Director of Customer Care

Job Summary

A company is looking for an Associate Director of Customer Care.

Key Responsibilities

• Lead and develop three Customer Care teams focused on proactive resolution and exceptional customer experiences
• Evolve Customer Care into a de-escalation center to resolve issues at the source
• Establish and monitor KPIs related to customer health signals, resolution times, and early adoption success

Required Qualifications

• 5+ years of experience in Customer Success, Care, or Support, with at least 3 years managing managers
• Proven success in leading large, multi-team organizations in high-growth SaaS or technology environments
• Experience in building de-escalation frameworks and improving customer experience metrics
• Bachelor's degree in Business, Communications, Management, or a related field
• MBA or advanced degree preferred but not required