Director of Customer Care

About the role

For our client, we are seeking a Director of Customer Care to join the team of a leader in the Enterprise Technology space. This role will lead customer care operations for a software product portfolio, with responsibility for service strategy, team development, and execution across support functions. The position partners closely with cross-functional stakeholders to improve customer experience, strengthen escalation handling, and drive operational efficiency through AI and automation. It is well suited to a leader who can balance day-to-day support excellence with long-term process improvement and data-driven decision-making. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Lead the Customer Care organization for the product portfolio
• Manage planning, budget, hiring, and organizational design
• Develop leadership within the team through coaching and performance standards
• Establish SLAs and KPIs, and oversee support strategy across products
• Serve as the senior escalation point for high-severity customer issues
• Implement and manage on-call support models for critical issues
• Own support tooling strategy and drive AI adoption for efficiency
• Analyze support data to identify trends and translate findings into actionable recommendations
• Collaborate with cross-functional teams to address customer needs
• Engage directly with customers for feedback and relationship building
• Continuously improve workflows as AI and automation mature
• Report on Customer Care performance and investment needs to leadership

Qualifications

• Bachelor's degree or equivalent in Business Administration, IT, Computer Science, or a related field
• 8+ years in customer support or service roles, including 4+ years in leadership
• Proven experience managing support operations for enterprise or B2B software
• Strong background in budgeting, headcount planning, and hiring
• Demonstrated people leadership abilities, including coaching and performance management
• Familiarity with Zendesk or similar support platforms
• Data-driven decision-maker, leveraging metrics for improvement
• Hands-on experience with AI and automation in support environments

Benefits

• Opportunities for professional development and team leadership growth
• Engagement with innovative technologies, including AI and automation
• Hands-on interaction with customers and cross-functional teams
• A dynamic role with a focus on continuous improvement
• Travel opportunities for on-site customer relationship building

Pay

Compensation: $110,000 – $130,000 annually