Director, Customer Care

Description

Maytronics, a leading provider of innovative pool cleaning solutions, is seeking a highly motivated and experienced Director of Customer Care to join the team. We are seeking a dedicated and customer-centric Director, Customer Care, to lead our customer service operations. This role is responsible for delivering exceptional customer experience across all touchpoints for our North America business, overseeing customer interactions on digital platforms (both B2B and B2C), and ensuring alignment with global standards while meeting local market needs.

The ideal candidate will have strong leadership skills, a passion for customer satisfaction, and a deep understanding of the U.S. customer landscape.

Responsibilities

• Customer Care Team Leadership: Lead, coach, and manage the customer care team, Local and Offshore, to deliver an exceptional experience with our company.
• Ensure timely and effective resolution of customer inquiries, complaints, and escalations through various channels (phone, email, chat, etc.).
• Manage customer interactions and engagement on digital platforms, ensuring seamless service delivery for both B2B and B2C customers.
• Maintain high levels of customer satisfaction (CSAT, NPS, First Contact Resolution, etc.) and continuously improve service delivery.
• Serve as the primary liaison between the U.S. customer care team and the global customer care leadership.
• Customize and implement global customer care strategies to suit the U.S. market while maintaining brand consistency and service quality.
• Collaborate with local Sales, Marketing, Repairs, Logistics, and other departments to ensure a seamless customer service journey and order fulfillment.
• Analyze customer feedback, trends, and service metrics to drive operational improvements and report key insights to global leadership.
• Ensure compliance with local consumer protection regulations and industry standards.
• Implement and optimize tools, systems, and workflows to improve team efficiency, customer experience, and order management.

Requirements

Requirements:

• Bachelor’s degree in Business, Communications, or related field (Master’s preferred).
• 5+ years of experience in customer service or customer care
• 5 years in a leadership/management role.
• Experience in managing offshore service agents/teams.
• Experience in a fast-paced, multi-channel support environment (B2C or B2B).
• Strong knowledge of U.S. customer behavior, expectations, and regulatory requirements.
• Proven track record of driving customer satisfaction and operational improvements.
• Excellent interpersonal, communication, and conflict resolution skills.
• Ability to lead effectively in fast-paced environments and manage time-sensitive customer escalations with sound judgment
• Strong analytical and decision-making abilities.
• Proficient in CRM systems (e.g., Zendesk, Salesforce, HubSpot) and reporting tools.

Preferred Skills:

• Experience working in a global organization or matrixed environment.
• Familiarity with customer experience platforms and service automation tools (AI).
• Experience in managing customer engagement on digital platforms (e.g., websites, mobile apps, customer portals) in both B2B and B2C settings.
• Experience in managing upselling, cross-selling, and added-value services through service calls and customer interactions.