Associate Director, Customer Care

Associate Director, Customer Care

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 15 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 domain names.

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.

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.

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 :

Experience / Education / Certifications Required :

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.