Director, Customer Care

TL;DR

Director, Customer Care (Global Operations): Leading the frontline care organization and strategy for a high-impact marketplace platform with an accent on operational excellence, AI integration, and vendor management. Focus on shaping the global capability roadmap, driving CSAT and NPS improvements, and fostering a mission-centric culture to support individual and non-profit fundraisers.

Location: Must be based in Dublin, Ireland

Company

hirify.global is the world’s most powerful community for good, uniting individuals and non-profits to support causes and help one another.

What you will do

• Define and execute global strategy for customer care, aligning with business objectives and product vision.
• Lead global care teams, including frontline agents, escalations, and vendor/BPO relationships.
• Drive continuous improvement in key performance metrics such as CSAT, NPS, and first contact resolution.
• Implement automation, AI-driven chatbots, and self-service capabilities to optimize operational costs and efficiency.
• Collaborate cross-functionally with Product, Engineering, and Trust & Safety to embed customer insights into company initiatives.
• Mentor a high-performing leadership team and foster a culture of empathy, accountability, and data-driven decision-making.

Requirements

• Must be located in Dublin, Ireland
• 7-10+ years of leadership experience in customer care or customer operations within a global marketplace technology platform.
• Proven track record of scaling support organizations across geographies and multiple service channels.
• 3+ years of experience building and managing customer journeys between internal teams and BPO partners.
• Deep expertise in operational metrics, workforce planning, and implementing support technologies/automation.
• Strong strategic acumen and ability to influence senior leadership stakeholders.

Culture & Benefits

• Work in a mission-driven organization focused on making a positive societal impact.
• Competitive compensation package and comprehensive healthcare benefits.
• Hybrid work support, parental leave, and flexible time-off policies.
• Access to mental health and wellness resources.
• Opportunities for professional growth through learning and development programs.