Director of Customer Care & Support

NextLink•Hudson Oaks, TX

3d•Onsite

About The Position

Nextlink is seeking a Director of Customer Care & Support to lead and scale our customer experience organization. This role owns both strategy and execution across all customer-facing support functions, including Tier 1 Support, Senior Technical Support (STS), Billing/Retention, Quality Assurance (QA), and Training. This leader will be responsible for building a high-performing organization, driving customer satisfaction, and ensuring operational excellence across all touchpoints. The ideal candidate brings a strong balance of strategic leadership, workforce planning, and hands-on operational execution. This role will directly shape the future of Customer Care at Nextlink—driving performance, improving customer experience, and building the leadership foundation needed for continued growth.

Requirements

7–10+ years of leadership experience in contact center, customer care, or support operations
Strong background in technical support, help desk, or ISP/telecom environments preferred
Proven success managing multi-functional teams (Support, QA, Training, Billing)
Deep understanding of KPIs, workforce management, and contact center operations
Experience with CRM systems, QA tools, and workforce platforms
Knowledge of ITIL frameworks and support best practices is a plus
Strong financial and workforce planning experience
Proven ability to build, scale, and retain high-performing teams
Call center management: 7 years (Required)
IT customer support: 7 years (Required)
KPIs/metrics: 3 years (Preferred)

Nice To Haves

Strategic thinker who can execute and deliver results
Strong leadership presence with the ability to influence at all levels
Data-driven and highly analytical
Excellent communicator (written and verbal)
Calm under pressure, adaptable, and solutions-focused
Hands-on leader who drives accountability and ownership

Responsibilities

Set the vision and direction for the entire Customer Care organization
Lead and develop leaders across Support, QA, Billing, and Training
Align department strategy with company goals, ensuring scalability and consistency
Own and drive KPIs across all support channels (phone, chat, email)
Ensure SLAs and service standards are consistently exceeded
Partner with IT, Sales, Field Ops, and NOC to improve the end-to-end customer experience
Identify and implement process improvements that drive efficiency and customer satisfaction
Oversee onboarding and ongoing training programs
Build clear career paths and leadership pipelines
Creating a culture of accountability, coaching, and continuous improvement
Lead QA strategy to ensure high-quality, consistent customer interactions
Use insights and data to coach teams and improve performance at scale
Ensure compliance with PCI, CPNI, SOX, and other regulatory standards
Proactively updating policies and processes as requirements evolve
Manage department budget, forecasting staffing, and operational needs
Identify cost efficiencies without compromising service quality