Associate Director, Customer Care

August 28

Apply Now

Receive Emails with Similar Jobs

HighLevel

WebsiteLinkedInAll Job Openings

SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

📋 Description

• Lead 3 Customer Care teams (30+ members) focused on delivering proactive, front-line resolution and exceptional customer experiences. • Evolve Customer Care into a de-escalation center — resolving issues at the source rather than passing them downstream. • Drive early adoption by monitoring customer health signals and proactively engaging at critical moments in the first 90 days. • Ensure all team members are trained and certified in KO Call SOPs, Implementation Call SOPs, and other onboarding playbooks. • Partner closely with Account Management, Customer Success, Support, and Product to ensure seamless customer handoffs and a consistent journey. • Establish clear KPIs around time-to-resolution, CSAT, escalation deflection, and early adoption success, and pipeline creation • Regularly review performance with frontline managers, coaching them to elevate their leadership and operational effectiveness. • Champion process improvements, knowledge sharing, and automation that allow the teams to scale while improving customer outcomes. • Act as the voice of the customer in leadership discussions, using frontline insights to influence product and CX strategy. • Own capacity planning, headcount alignment, and forecasting to ensure the team is staffed to meet growing demand.

🎯 Requirements

• 5+ years of experience in Customer Success, Care, or Support, with at least 3 years managing managers. • Proven success leading large, multi-team organizations (20+ people) in high-growth SaaS or technology environments. • Strong track record of turning reactive support models into proactive, resolution-focused organizations. • Experience building de-escalation frameworks and measurable impact on reducing churn or escalation volumes. • Operational excellence: skilled in SOP development, process design, and scaling through systems and tools. • Deep understanding of customer experience metrics (CSAT, CES, NPS, churn, adoption) and how to drive them. • Exceptional coaching ability — you build leaders who build great teams. • Strong cross-functional collaboration and stakeholder management skills. • Data-driven, analytical mindset with the ability to translate insights into action. • Resilient, positive, and passionate about helping customers succeed. • Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent practical experience). • MBA or advanced degree preferred but not required.