Senior Director of Customer Care

Job Summary

Leading the transformation of customer support operations, the full-time Senior Director of Customer Care will manage the design and implementation of processes, systems, and AI technologies to ensure high-quality service delivery for all customer segments in a remote environment.

Key responsibilities

• Own the end-to-end design of the customer support operating model, including staffing, escalation paths, and service segmentation
• Lead the roadmap for AI-enabled support initiatives, partnering with product and engineering teams to enhance operational efficiency
• Define key performance metrics and build a quality assurance program to drive continuous improvement and customer satisfaction

Required qualifications

• 12+ years of experience in Customer Support/Service or Support Operations, with significant leadership experience at the Director level or above
• Proven track record of building and scaling support organizations in high-growth technology companies
• Direct experience implementing AI solutions in support operations, including virtual agents and automation
• Strong analytical skills with the ability to work independently with support data and BI tools
• Bachelor's degree required; MBA or equivalent preferred but not required