Associate Director, Customer Care

HighLevel • Dallas, TX

130d

About The Position

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 lead, develop, 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 develop scalable business processes and empower a team dedicated to guiding prospective customers toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By building a team of subject matter experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.

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 (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.

Nice To Haves

• MBA or advanced degree preferred but not required.

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.

Benefits

• Remote work environment
• Opportunity to work with a global team
• Culture of innovation and collaboration

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees