Customer Care Director

About the role

The Customer Care Director leads Specialized’s customer care operations for MCN and BCN beneficiaries, ensuring 24/7 service availability, rapid issue resolution, and high‑quality support. This senior role drives continuous improvement through data‑driven analysis, training, and operational excellence.

Key responsibilities

• Act as primary contact for MCN and BCN beneficiaries, handling technical issues and service queries in line with Specialized’s standards.
• Oversee 24/7 customer service operations, ensuring tickets are resolved within agreed SLAs.
• Manage inbound tickets, enforce triage processes, and route tickets to the appropriate technology or commercial teams.
• Develop and maintain the customer care framework, including call‑center scripts, standard responses, and interaction guidelines.
• Design onboarding and training programs for care agents in collaboration with HR.
• Monitor KPIs such as response time, first‑contact resolution, CSAT and NPS, and implement corrective actions.
• Analyze historical data to recommend service enhancements and align delivery with client expectations.
• Coordinate device repair or replacement with technical teams and update CRM records accordingly.

Required profile

• Bachelor’s or Master’s degree in Business Administration or a related field.
• Minimum 7 years of experience in customer care, support operations, or a comparable senior role.

Required skills

• Experience with CRM systems.

What we offer

• Opportunity to lead a high‑impact customer care function within a growing organization.
• Collaborative environment focused on continuous improvement and employee development.