As part of our growth, we are looking for our next Senior Customer Care Director in Customer Support.
Reporting to Lucas, our COO, your main responsibilities will include:
Own and monitor operational KPIs and SLAs for a portfolio of high-value clients
Lead, mentor, and develop a team of Account Managers to ensure top-tier client service
Act as the main point of contact for key stakeholders, fostering strong client relationships
Identify and implement upsell opportunities in collaboration with the Sales and Ops teams
Analyze data to improve customer experience, retention, and performance
Drive cross-functional collaboration between Ops, Product, and Support teams
Ensure continuous improvement of client delivery processes
