HighLevel · 4 months ago
Associate Director, Customer Care
United States
Full-time
Remote
Senior Level
5+ years expHighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. As the Associate Director of the Customer Care Team, you will lead and develop high-performing teams to enhance customer experiences, drive early adoption, and ensure seamless transitions between customer-facing teams.
AdvertisingCRME-Commerce PlatformsMarketing
Responsibilities
Lead 3 Customer Care teams (30+ members) focused on delivering proactive, front-line resolution and exceptional customer experiences
Evolve Customer Care into a de-escalation center — resolving issues at the source rather than passing them downstream
Drive early adoption by monitoring customer health signals and proactively engaging at critical moments in the first 90 days
Ensure all team members are trained and certified in KO Call SOPs, Implementation Call SOPs, and other onboarding playbooks
Partner closely with Account Management, Customer Success, Support, and Product to ensure seamless customer handoffs and a consistent journey
Establish clear KPIs around time-to-resolution, CSAT, escalation deflection, and early adoption success, and pipeline creation
Regularly review performance with frontline managers, coaching them to elevate their leadership and operational effectiveness
Champion process improvements, knowledge sharing, and automation that allow the teams to scale while improving customer outcomes
Act as the voice of the customer in leadership discussions, using frontline insights to influence product and CX strategy
Own capacity planning, headcount alignment, and forecasting to ensure the team is staffed to meet growing demand
Qualification
Required
5+ years of experience in Customer Success, Care, or Support, with at least 3 years managing managers
Proven success leading large, multi-team organizations (20+ people) in high-growth SaaS or technology environments
Strong track record of turning reactive support models into proactive, resolution-focused 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) 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 mindset with the ability to translate insights into action
Resilient, positive, and passionate about helping customers succeed
Bachelor's degree in Business, Communications, Management, or a related field (or equivalent practical experience)
Preferred
MBA or advanced degree preferred but not required
Company
HighLevel
HighLevel is a marketing and advertising platform that captures message leads via voicemail, SMS, emails, FB messenger, and more.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$60MKey Investors
General AtlanticPeakequity
2024-04-11Private Equity
2021-11-04Private Equity· $60M
Leadership Team
Varun Vairavan
Co-Founder
Joyce Boss
Chief Financial Officer
Recent News
bloomberglaw.com
2025-12-10
EIN Presswire
2025-12-02
2025-11-28
Company data provided by crunchbase