Associate Director, Customer Care
HighLevelDallas, Texas, United States
Posted August 28, 2025
Full Time
About the Company
HighLevel is a comprehensive AI-powered marketing platform serving over 2 million agencies and businesses globally. Offering a one-stop solution for lead capture, automation, payment processing, scheduling, and analytics, HighLevel streamlines marketing efforts with its white-labeled app. Its key value propositions include seamless integration of various communication channels and advanced analytics tools, making it an essential tool for scaling and owning digital marketing strategies.
Job Description
HighLevel is seeking a Customer Care Director to lead, develop, and grow a team focused on proactive resolution and exceptional customer experiences. This role involves leading a team of 30+ customer care professionals, driving early adoption, and ensuring a seamless customer journey. The ideal candidate will be a strategic leader, coach, and skilled in scaling customer care operations.
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 in high-growth SaaS or technology environments.
- Strong track record of turning reactive support into proactive 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).
- Exceptional coaching ability to build leaders.
- Strong cross-functional collaboration and stakeholder management skills.
Benefits
- Competitive salary
- Opportunity to work in a global, remote-first environment
- Collaborative and supportive culture
