Director of Customer Care

Reporting directly to the Chief Commercial Officer (CCO), this senior leadership role shapes and executes the global Customer Care strategy at LeadsOnline, overseeing implementation, technical support, training, communications, managed services, and quality assurance to deliver exceptional customer experience, drive operational excellence, and enhance revenue retention.

Responsibilities

• Develop and execute the global Customer Care strategy, ensuring alignment with business goals and market trends.
• Partner with Sales and Marketing to define and position Customer Care offerings that drive growth and customer value.
• Contribute to go-to-market strategies and support demand generation initiatives for customer solutions.
• Lead Customer Care teams across North America, Europe, Africa, and Asia, including PMO, Deployment, Security, Training, and QA functions.
• Monitor customer feedback and industry best practices to continuously improve service delivery and product support.
• Ensure consistency in service quality and operational standards across all regions.
• Champion a customer-first mindset and ensure high levels of satisfaction and engagement.
• Manage escalations and serve as a trusted advisor to senior customer stakeholders.
• Build and maintain strong relationships with key customer decision-makers.
• Attract, retain, and develop top talent across the Customer Care organization.
• Foster a culture of innovation, collaboration, and accountability.
• Mentor and coach team members, ensuring optimal staffing and utilization.
• Define and track KPIs to measure service effectiveness and customer outcomes.
• Manage budgets, forecasts, and resource planning to support strategic objectives.
• Provide input into the company’s strategic plan and annual operating budget.

Requirements

• Must be a US Citizen.
• Minimum 10 years of leadership experience in global customer service or support, ideally within SaaS, HaaS, or e-commerce environments.
• Proven success managing large, matrixed teams across multiple geographies.
• Strong understanding of ITIL frameworks and customer care operating models.
• Experience working with government clients (e.g., Public Safety, Defense).
• Expertise in quality assurance, testing, and validation processes.
• Demonstrated ability to lead through ambiguity, drive results, and influence outcomes.
• Excellent communication skills in English and French; additional languages are a plus.
• Bachelor’s degree required; MBA or equivalent preferred.
• Certifications in Six Sigma, ITIL, Agile, or PMP are highly desirable.

Skills

• Strategic Thinking – Anticipates future trends and translates them into actionable strategies.
• Customer Focus – Builds strong relationships and delivers customer-centric solutions.
• Innovation – Encourages creativity and continuous improvement.
• Collaboration – Works effectively across teams and functions.
• Talent Development – Invests in people and builds high-performing teams.
• Results Orientation – Delivers consistent outcomes under pressure.
• Accountability – Holds self and others to high standards of performance.
• Trust & Integrity – Builds credibility through honesty and authenticity.
• Decision-Making – Makes timely, data-driven decisions that move the business forward.
• Vision & Purpose – Inspires others with a compelling strategic direction.

Benefits

• Employee-paid Medical, Dental, and Vision coverage.
• Generous paid vacation.
• 401k with company matching.
• HSA with employer contributions.
• FSA (Flexible Spending Account).
• Supplemental coverage such as accident, critical illness, hospitalization, and life insurance.
• Short-Term and Long-Term Disability.
• Parental Leave.