Associate Director, Customer Care

About Us HighLevel 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. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 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 million hostnames. 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 impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Learn more about us on our YouTube Channel or Blog Posts Who You Are: You are a customer-obsessed leader who thrives at the intersection of service, success, and operations. You know how to build high-performing teams that don’t just “triage” — they solve. You’re skilled at developing managers, creating scalable processes, and using customer insights to prevent issues before they become escalations. You’re energized by helping new customers find value quickly and by building a culture where frontline 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 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. What You’ll Be Doing: 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. What You’ll Bring: 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. Experience/Education/Certifications Required: Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent practical experience). MBA or advanced degree preferred but not required. Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide 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 affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. #J-18808-Ljbffr