EXPERT

Director of Customer Care

MANAGER

2

Director of Customer Care

You’re all about breaking boundaries and scaling smart. By optimizing global systems, fostering cross-functional flow, and shaping future leaders, you’re the driving force behind an innovation-powered support operation that’s always one step ahead.

What's expected

This level requires

7

to

10

years of experience in the preceding role at Flaviar, or a comparable role at another company. See the roles and competencies we want you to master at this level.

Skills & craft

Designs and optimizes customer support frameworks, balancing automation, self-service, and human support.
Ensures service scalability and efficiency.

Problem solving

Anticipates emerging customer service challenges and proactively develops solutions.
Uses deep analytics to refine service operations.

Impact on the company

Drives innovation in customer care, ensuring support remains a competitive advantage.
Manages budget and resources effectively to maximize impact.

Communication

Aligns cross-functional teams on customer experience goals.
Engages with executive leadership to advocate for support-driven business improvements.

Collaboration

Partners with engineering, sales, and marketing to integrate customer feedback into product and service enhancements.
Ensures consistency across global support operations.

Ownership

Defines and enforces performance KPIs.
Oversees hiring, training, and career development for customer care teams.

People Management

Creates a strong leadership pipeline by mentoring team leads and managers.
Establishes a culture of feedback, accountability, and high performance.
Ensures employee engagement and retention strategies are in place.

Your next step

Expect to progress after

3

to

4

year(s) in the current role.

EXPERT

Vice President of Customer Care

You lead with strategy and scale. By balancing cost, quality, and growth, you turn customer service into a business driver.

Learn more

MANAGER

3

Vice President of Customer Care

You lead with strategy and scale. By balancing cost, quality, and growth, you turn customer service into a business driver.

Learn more

These levels are part of the

Customer Care Representative

career path.

See whole career path

You're at the top

Whoa, what a career path this has been so far. We're so grateful to have you as one of our top Flaviaristas. But this is not the end, oh no. Here's a toast to our mutual growth, for years to come!