Job Description

HighLevel is seeking a customer-obsessed leader to serve as Associate Director of Customer Care. This role involves leading and developing a team focused on proactive customer resolution, driving early adoption, and ensuring exceptional customer experiences. The ideal candidate will have a strong background in building scalable processes and leveraging customer insights to improve outcomes.

Responsibilities

• Lead 3 Customer Care teams
• Evolve Customer Care into a de-escalation center
• Drive early adoption
• Ensure team training and certification
• Partner with Account Management, Customer Success, Support, and Product
• Establish clear KPIs
• Review performance and coach managers
• Champion process improvements
• Act as the voice of the customer
• Own capacity planning and forecasting

Requirements

• 5+ years of experience in Customer Success, Care, or Support
• 3+ years managing managers
• Proven success leading large organizations
• Track record of turning reactive support into proactive resolution
• Experience building de-escalation frameworks
• Operational excellence skills
• Understanding of customer experience metrics
• Exceptional coaching ability
• Strong cross-functional collaboration skills
• Data-driven and analytical mindset
• Bachelor’s degree in related field

Benefits

• No benefits