Director of Customer Care
About The Position
The Director of Customer Care is a senior leadership position that is responsible for shaping and executing the global strategy for Customer Care at LeadsOnline. Reporting directly to the Chief Commercial Officer (CCO), this role oversees a broad portfolio of services including implementation, technical support, training, communications, managed services, and quality assurance. The primary goal is to deliver exceptional customer experience, drive operational excellence, and enhance revenue retention across all regions. As LeadsOnline transitions toward a subscription-based SaaS model, the Customer Care function plays a pivotal role in supporting this evolution. The Director will lead a global team and collaborate closely with Sales, Marketing, Product Development, and other key stakeholders to ensure the Customer Care portfolio delivers measurable business value and aligns with market needs.
Requirements
- Must be a US Citizen
- Minimum 10 years of leadership experience in global customer service or support, ideally within SaaS, HaaS, or e-commerce environments.
- Proven success managing large, matrixed teams across multiple geographies.
- Strong understanding of ITIL frameworks and customer care operating models.
- Experience working with government clients (e.g., Public Safety, Defense).
- Expertise in quality assurance, testing, and validation processes.
- Demonstrated ability to lead through ambiguity, drive results, and influence outcomes.
- Excellent communication skills in English and French; additional languages are a plus.
- Bachelor’s degree required.
Nice To Haves
- MBA or equivalent preferred.
- Certifications in Six Sigma, ITIL, Agile, or PMP are highly desirable.
Responsibilities
- Develop and execute the global Customer Care strategy, ensuring alignment with business goals and market trends.
- Partner with Sales and Marketing to define and position Customer Care offerings that drive growth and customer value.
- Contribute to go-to-market strategies and support demand generation initiatives for customer solutions.
- Lead Customer Care teams across North America, Europe, Africa, and Asia, including PMO, Deployment, Security, Training, and QA functions.
- Monitor customer feedback and industry best practices to continuously improve service delivery and product support.
- Ensure consistency in service quality and operational standards across all regions.
- Champion a customer-first mindset and ensure high levels of satisfaction and engagement.
- Manage escalations and serve as a trusted advisor to senior customer stakeholders.
- Build and maintain strong relationships with key customer decision-makers.
- Attract, retain, and develop top talent across the Customer Care organization.
- Foster a culture of innovation, collaboration, and accountability.
- Mentor and coach team members, ensuring optimal staffing and utilization.
- Define and track KPIs to measure service effectiveness and customer outcomes.
- Manage budgets, forecasts, and resource planning to support strategic objectives.
- Provide input into the company’s strategic plan and annual operating budget.
Benefits
- Employee paid Medical, Dental, and Vision
- Generous paid vacation
- 401k with company matching
- HSA with employer contributions
- FSA
- Supplemental coverage such as accident, critical illness, hospitalization, life
- Short-Term and Long-Term Disability
- Parental Leave
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What This Job Offers
Job Type
Full-time
Career Level
Senior
