Our client is a leading restaurant technology platform that helps restaurants grow through a commission-free delivery and pickup model, supported by proprietary delivery optimization technology. The platform is designed to help restaurants connect directly with their customers, improve operational efficiency, and maximize profitability while maintaining full control over their brand and customer relationships. With deep expertise in restaurant technology, operations, sales, marketing, and product development, the company delivers innovative solutions that empower local restaurants and multi-location chains to thrive in an increasingly digital marketplace.

As our Director of Customer Care you’ll lead the charge in delivering exceptional customer experiences while driving the success of our support operations. This role combines strategic leadership with hands-on execution, where you’ll optimize workflows, oversee department OKRs, and ensure timely resolutions for escalations.

Your expertise in HubSpot (or similar CRMs) will help streamline processes, enhance automation, and empower your team with data-driven insights. You’ll also mentor team leads, foster collaboration across departments, and maintain resources like knowledge bases and templates to align with evolving customer needs.

If you thrive in fast-paced SaaS environments and are passionate about building high-performing, customer-focused teams, we’d love to hear from you!

This role requires EST working hours.

What You'll Do:

• Drive the implementation and optimization of HubSpot CRM capabilities, including advanced workflows, ticket routing, cross-functional processes, automation, and analytics.

• Implement advanced AI capabilities across internal processes and implement client-facing AI tools to serve as tier 0 support at scale across multiple inbound channels.

• Point of Contact for Escalations: Serve as the highest escalation point for complex customer issues, including B2B, B2C, delivery coordination, and internal stakeholder support, ensuring timely and effective resolutions.

• Act as a liaison between customer support and other departments (e.g., Product, Sales, and Operations) to address systemic issues and implement preventive measures.

• Be accountable for support department OKRs: Oversee and monitor both department-wide and individual agent performance metrics.

• Analyze trends, identify areas for improvement, and implement strategies to meet or exceed KPIs.

• Lead Team Development: Plan and conduct regular team meetings to align on objectives, share updates, and address challenges. Foster an open environment where team members can contribute ideas and feedback. Mentor team leads and senior agents while structuring growth and developing plans.

• Champion the use of data-driven insights to improve customer interactions and streamline support processes.

• Maintain Playbooks and Write Templates: Be responsible for the accuracy and relevance of knowledge bases and customer communication templates. Regularly update and refine content to align with evolving processes and customer needs. Implement tools and systems that enhance operational efficiency and team productivity.

What You Bring:

• 5+ years of hands-on experience in customer support in the on-demand delivery industry or a SaaS company, thriving in a fast-paced environment.

• 3+ years of experience in team management.
  CRM Expertise: At least 3 years of hands-on experience in HubSpot / alternative CRM with knowledge in automation, advanced workflows, and reporting.

• Must have - Proven experience in implementing AI-based processes and effective client-facing AI tools at scale.

• An excellent communicator with an empathetic, customer-centric mindset; committed to going the extra mile to ensure customers are satisfied and well-supported.

• Leadership skills with the ability to work with cross-functional teams and align team priorities with customer and business needs.

• Restaurant Industry Knowledge (Preferred): Relevant experience in the restaurant industry or supporting restaurant clients.

You'll also need:

• Based in Latam

• Willingness to work US hours.

• To be fluent in English, proficiency in Spanish is a plus.

What We Offer:

• Strong & Competitive Compensation Package

• Company-Sponsored Insurance Package (Health, Dental, Vision, Mental Health)

• Paid Parental Leave

• Flexible Work Environment

• Responsible Paid Time Off Policy

Our client is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification protected by applicable law. We believe in building a diverse and inclusive workplace and celebrate our employees’ differences.