Director, Customer Care

Job Title: Director of Customer Care
Location: Duluth, GA (Onsite) 

Our client, a global consumer products company known for innovative technology solutions, is seeking an experienced Director of Customer Care to lead and elevate their North American customer service operations. This leader will be responsible for delivering a best-in-class customer experience across all touchpoints, managing multi-channel customer support, and ensuring operational excellence across both B2B and B2C environments.

This role will oversee customer engagement across digital platforms while aligning regional operations with global service standards. The ideal candidate is a strategic and hands-on leader with a strong passion for customer satisfaction, operational efficiency, and team development.

Key Responsibilities

Customer Care Leadership

• Lead, coach, and manage customer care teams across both domestic and offshore operations.

• Ensure timely and effective resolution of customer inquiries, complaints, and escalations across multiple service channels (phone, email, chat, etc.).

• Foster a customer-first culture focused on service excellence and continuous improvement.

Customer Experience & Service Delivery

• Oversee customer interactions across digital platforms, ensuring seamless service delivery for both B2B and B2C customers.

• Monitor and improve key performance metrics such as CSAT, NPS, and First Contact Resolution.

• Identify and implement tools, systems, and workflows that enhance operational efficiency and the overall customer experience.

Cross-Functional & Global Collaboration

• Serve as the key liaison between North American customer care operations and global leadership teams.

• Adapt and execute global customer service strategies to meet the needs of the U.S. market while maintaining brand consistency.

• Partner with Sales, Marketing, Operations, Logistics, and other internal teams to ensure a seamless end-to-end customer journey.

Performance & Continuous Improvement

• Analyze customer feedback, service trends, and operational metrics to drive improvements and strategic initiatives.

• Develop reporting and insights for leadership to support data-driven decision-making.

• Ensure adherence to local consumer protection regulations and service standards.

Qualifications

• Bachelor’s degree in Business, Communications, or related field (Master’s preferred).

• 5+ years of experience in customer service, customer care, or customer experience operations.

• Minimum 5 years of leadership experience managing teams.

• Experience managing offshore support teams or external service partners.

• Background working in fast-paced, multi-channel customer support environments (B2C and/or B2B).

• Strong understanding of U.S. customer expectations and service best practices.

• Proven ability to drive customer satisfaction and operational improvements.

• Excellent leadership, communication, and conflict resolution skills.

• Ability to manage high-priority escalations and make sound decisions in fast-moving environments.

• Strong analytical mindset with experience using service performance data.

• Proficiency with CRM systems such as Zendesk, Salesforce, or HubSpot.

Preferred Experience

• Experience working within a global or matrixed organization.

• Background in consumer products or product-based industries.

• Familiarity with customer experience platforms and service automation tools, including AI-driven solutions.

• Experience managing digital customer engagement across websites, mobile apps, or customer portals.

• Experience driving upselling, cross-selling, or value-added services through customer interactions.