Customer Care Director

HR Collaboration Group LLC • Roanoke, IN

12d • Hybrid

About The Position

As the Customer Care Director, you will play a critical role in building a helpful, caring, and responsive Customer Service team of motivated people and AI agent models. You will lead the development of scalable systems, coach and develop team members into high-performing contributors, and ensure customers receive timely and thoughtful support.

Requirements

• Bachelor's Degree in Business Administration, or a related industry, with 7+ years related work experience.
• Experience with Helpdesk optimization is a requirement and Zyndesk experience would be a plus.
• Strong verbal and written communication skills with the ability to communicate effectively via email and phone.
• Strong technical aptitude in CRM systems and AI models required.
• Excellent strategic thinking, with research, developing, planning and executing skills.
• Highly process-oriented with attention to detail and strong analytical skills.
• Strong ability to manage multiple priorities and adapt to a fast-paced environment.
• Problem-solving capabilities to lead process improvements, and identify gaps with actionable solutions.
• Customer-service oriented with a proactive attitude and strong collaborative mindset.
• Strong leadership and mentoring skills; Innovative, self-directed, with the ability to lead and manage others with ease; excellent collaboration, flexibility and adaptability are also important.
• Alignment with our core values and mission.

Responsibilities

• Leads, mentors, and develops the Customer Support team and AI customer service agents to ensure high performance and consistent service quality.
• Establishes, monitors, and continuously improves key customer service performance metrics (KPIs), including response time, resolution rates, and customer satisfaction.
• Builds and maintains scalable customer care systems and processes that reinforce the trust customers place in the company.
• Develops customer FAQs, documentation, and knowledge resources for both human support representatives and AI service agents.
• Implements, optimizes, and trains AI-powered customer service tools, including customer-facing chatbots and support automation.
• Assess, documents, and shares customer feedback insights with cross-functional teams to support continuous improvement across the organization.
• Serves as the primary day-to-day point of contact for key wholesale customers.
• Fosters a collaborative, analytical, and customer-focused culture that aligns with company values and supports cross-departmental engagement.

Benefits

• Unlimited PTO plus paid holidays off
• Annual profit-sharing bonus
• Holiday Parties and Team Events
• $2,000 annual food credit for use on our website
• Flexible remote work paired with real, collaborative relationships across the team
• Opportunities to contribute to a team focused on sustainable farming and trustworthy food

What This Job Offers

• Job Type: Full-time
• Career Level: Director