Director of Customer Care

Job Summary

Seeking a full-time remote Director of Customer Care, this role will manage a team of leaders and support specialists, drive operational excellence, and enhance the partner experience across various touchpoints in a high-growth environment.

Key responsibilities

• Design and implement strategic initiatives to improve customer care and partner satisfaction
• Lead and develop a team, fostering a culture focused on partner-centered results and career growth
• Collaborate with cross-functional teams to translate partner feedback into actionable product improvements

Required qualifications

• Proven experience in senior leadership roles within customer support or customer care in a SaaS or technology environment
• Experience in designing and scaling support operations in a high-volume SMB setting
• Demonstrated ability to build high-performing teams and scalable infrastructure in a fast-paced environment
• Fluency with modern customer experience tooling and automation platforms
• Strong cross-functional collaboration skills with a history of translating partner insights into product enhancements