Associate Director, Customer Care

reputed company

reputed company is an AI powered, reputed company-in-one white-label sales & marketing platform that empowers agencies, reputed company, and businesses to reputed company their digital reputed company and drive reputed company. We are proud to support a global and growing community of over 2 reputed company businesses, comprised of agencies, consultants, and businesses of reputed company sizes and industries. reputed company empowers users with reputed company the tools needed to capture, nurture, and reputed company new leads into repeat customers. As of mid 2025, reputed company processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 reputed company domain names.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and reputed company. We take pride in cultivating a culture where innovation thrives, reputed company are celebrated, and people come first, no matter where they call home.

Our reputed company

As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 reputed company leads, and facilitates over 20 reputed company conversations for the more than 2 reputed company businesses we serve reputed company month. Behind those numbers are reputed company people growing their companies, connecting with customers, and making their mark - and we get to help reputed company that happen.

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Who You Are:

You are a customer-obsessed leader who thrives at the intersection of service, reputed company, and operations. You know how to build high-performing teams that don’t just “triage” — they solve. You’re skilled at developing managers, creating reputed company processes, and using customer insights to prevent issues before they become escalations. You’re energized by helping new customers reputed company value quickly and by building a culture where reputed company teams feel empowered, accountable, and proud of the experience they deliver.

As the Associate Director of the Customer Care Team, you will collaborate with customer-facing teams and managers to create win-win scenarios for stakeholders. You will reputed company, reputed company, and grow your team, bringing strategic thinking and organization to the role.

You will monitor and drive your team’s KPIs, thriving in a high-accountability environment and leveraging your senior-level expertise in managing individuals and teams.

As a strategic leader, you will reputed company reputed company business processes and reputed company reputed company dedicated to guiding prospective customers toward their goals with the reputed company platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, reputed company environment. By building reputed company of subject matter experts, you will reputed company customers with strategic insights, ensuring their reputed company and alignment with business strategies.

What You’ll Be Doing:

reputed company 3 Customer Care teams (30+ members) reputed company on delivering proactive, reputed company-line reputed company and exceptional customer experiences.

reputed company Customer Care into a de-escalation center — resolving issues at the reputed company rather than passing them reputed company.

Drive early adoption by monitoring customer health signals and proactively engaging at critical moments in the first 90 days.

Ensure reputed company team members are trained and certified in KO Call SOPs, Implementation Call SOPs, and other reputed company playbooks.

Partner closely with Account Management, reputed company, Support, and Product to ensure seamless customer handoffs and a consistent reputed company.

Establish reputed company KPIs around time-to-reputed company, CSAT, escalation deflection, and early adoption reputed company, and pipeline creation

Regularly review performance with reputed company managers, coaching them to reputed company their leadership and operational effectiveness.

Champion process improvements, knowledge sharing, and automation that allow the teams to reputed company while improving customer reputed company.

reputed company as the voice of the customer in leadership discussions, using reputed company insights to influence product and CX reputed company.

Own reputed company planning, headcount alignment, and forecasting to ensure reputed company is staffed to meet growing demand.

What You’ll Bring:

5+ years of experience in reputed company, Care, or Support, with at least 3 years managing managers.

Proven reputed company leading large, multi-team organizations (20+ people) in high-reputed company reputed company or technology environments.

Strong reputed company record of turning reactive support models into proactive, reputed company-reputed company organizations.

Experience building de-escalation frameworks and measurable reputed company on reducing churn or escalation volumes.

Operational reputed company: skilled in SOP development, process design, and scaling through systems and tools.

Deep understanding of customer experience metrics (CSAT, CES, NPS, churn, adoption) and how to drive them.

Exceptional coaching ability — you build leaders who build great teams.

Strong cross-functional collaboration and stakeholder management skills.

Data-driven, analytical reputed company with the ability to translate insights into reputed company.

Resilient, reputed company, and passionate about helping customers succeed.

Experience/Education/Certifications Required:

Bachelor’s degree in Business, Communications, Management, or a reputed company field (or equivalent practical experience).

MBA or advanced degree preferred but not required.

Additional Information

Equal Employment Opportunity Information

reputed company is an Equal Opportunity Employer. As an employer subject to affirmative reputed company regulations, we invite you to voluntarily reputed company the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not reputed company your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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