Minimum 10 years of leadership experience in global customer service or support, particularly in SaaS, HaaS, or e-commerce environments
Experience managing large, matrixed teams across multiple regions
Strong grasp of ITIL frameworks and customer care operating models
Experience with government clients, especially in Public Safety or Defense sectors
Expertise in quality assurance, testing, and validation processes
Fluent in English and French; additional languages preferred
Bachelor's degree required; MBA or equivalent preferred
Certifications in Six Sigma, ITIL, Agile, or PMP highly desirable
Responsibilities
Develop and execute the global Customer Care strategy, aligning with business goals
Collaborate with Sales and Marketing to position Customer Care offerings for growth
Support go-to-market strategies and demand generation initiatives
Lead Customer Care teams across multiple continents and functions
Monitor customer feedback to enhance service quality and product support
Ensure consistent service quality and operational standards globally
Champion a customer-first mindset and engage with customer stakeholders
Build relationships with key decision-makers to boost customer retention
Attract and develop top talent within the Customer Care organization
Define KPIs and manage budgets to align with strategic objectives
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
Full Job Description
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.
Key Responsibilities
Strategic Leadership
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.
Operational Excellence
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.
Customer Experience & Retention
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.
Team & Talent Development
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.
Performance & Financial Management
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.
Qualifications & Experience
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; MBA or equivalent preferred.
Certifications in Six Sigma, ITIL, Agile, or PMP are highly desirable.
Leadership Competencies
Strategic Thinking - Anticipates future trends and translates them into actionable strategies.
Customer Focus - Builds strong relationships and delivers customer-centric solutions.
Innovation - Encourages creativity and continuous improvement.
Collaboration - Works effectively across teams and functions.
Talent Development - Invests in people and builds high-performing teams.
Results Orientation - Delivers consistent outcomes under pressure.
Accountability - Holds self and others to high standards of performance.
Trust & Integrity - Builds credibility through honesty and authenticity.
Decision-Making - Makes timely, data-driven decisions that move the business forward.
Vision & Purpose - Inspires others with a compelling strategic direction.
Benefits
As part of our comprehensive benefits package, LeadsOnline provides the following to eligible employees:
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
