Director of Customer Care

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
• Short-Term and Long-Term Disability
• Parental Leave

Why Join LeadsOnline?

Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People.

What You Can Expect From Us:

We serve with Energy, diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Guided by Ownership, we continually push to make our products better and to make each other better.

At LeadsOnline, we take our work seriously but not ourselves. You'll find joy, camaraderie, and fun in everything we do. That's Service, Energy, Ownership, and People in action.

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

LeadsOnline maintains a drug-free workplace. The unlawful use, possession, or distribution of controlled substances or marijuana is strictly prohibited and will result in disciplinary action, up to and including termination.