TL;DR

Associate Director, Customer Care (AI): Leading and developing high-performing customer care teams to enhance customer experiences with an accent on proactive resolution and operational excellence. Focus on building scalable processes, driving early adoption, and ensuring exceptional engagement for new customers.

Location: Remote

Company

%hirify_global% is an AI powered, all-in-one white-label sales & marketing platform.

What you will do

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.

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.