How to hire a director of customer care

How to hire a director of customer care, step by step

Here's a step-by-step director of customer care hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a director of customer care job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new director of customer care
• Step 8: Go through the hiring process checklist

What does a director of customer care do?

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1. Identify your hiring needs

   First, determine the employments status of the director of customer care you need to hire. Certain director of customer care roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A director of customer care's background is also an important factor in determining whether they'll be a good fit for the position. For example, directors of customer care from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   Here's a comparison of director of customer care salaries for various roles:

   Type of Director Of Customer Care	Description	Hourly rate
   Director Of Customer Care		$42-84
   Service Supervisor	A customer service supervisor's role is to oversee a team of customer service workers, ensuring their efficiency when it comes to engaging and assisting clients, all in the joint effort to boost sales and improve the client base. Aside from leading and supervising colleagues, a customer service supervisor must prepare progress reports about the team's workflow, set goals, devise strategies, verify all return refund operations, and coordinate with other managers and supervisors outside the unit... Show more	$16-38
   Support Staff	School support staff provide specialized instructional and student support while utilizing school facilities. They often include diverse staff members whose main role is to ensure that students learn in a supportive and safe learning environment... Show more	$12-19

   Show more

2. Create an ideal candidate profile

   Common skills:

   • CRM
   • Project Management
   • Employee Engagement
   • KPIs
   • Customer Care Operations
   • Technical Support
   • ROI
   • Continuous Improvement
   • Direct Reports
   • Customer Support
   • Customer Satisfaction Scores
   • Shared Services
   • ERP
   • Performance Metrics

   Check all skills

   Responsibilities:

   • Manage full financial accountability and oversight of production, quality, inventory control, and operational safety and security.
   • Develop CRM marketing strategy for differentiating and monetizing services and developing customer loyalty metrics.
   • Work with business users and QA testing groups to provide training and issue resolution.
   • Implement new CRM, phone system using VOIP in a distribute virtual environment, and case tracking for support.
   • Standardize team goals and KPIs, utilizing metrics for coaching/analysis/forecasting.
   • Provide oversight and direction relative to statewide staff training to ensure effective customer service.

   More director of customer care duties

3. Make a budget

   Including a salary range in your director of customer care job description is a great way to entice the best and brightest candidates. A director of customer care salary can vary based on several factors:

   • Location. For example, directors of customer care' average salary in tennessee is 47% less than in washington.
   • Seniority. Entry-level directors of customer care earn 49% less than senior-level directors of customer care.
   • Certifications. A director of customer care with a few certifications under their belt will likely demand a higher salary.
   • Company. Working for a prestigious company or an exciting start-up can make a huge difference in a director of customer care's salary.

   Average director of customer care salary

   $125,654yearly

   $60.41 hourly rate

   ---

   Entry-level director of customer care salary

   $89,000 yearly salary

   Updated January 31, 2026

   Average director of customer care salary by state

   Rank	State	Avg. salary	Hourly rate
   1	Washington	$164,285	$79
   2	California	$163,219	$78
   3	Massachusetts	$154,982	$75
   4	District of Columbia	$137,670	$66
   5	New Jersey	$130,450	$63
   6	Maryland	$130,293	$63
   7	Texas	$129,765	$62
   8	New York	$128,668	$62
   9	Michigan	$126,849	$61
   10	Arizona	$123,724	$59
   11	Illinois	$119,355	$57
   12	Ohio	$112,409	$54
   13	Utah	$111,970	$54
   14	South Carolina	$111,559	$54
   15	North Carolina	$108,905	$52
   16	Georgia	$106,651	$51
   17	Colorado	$103,551	$50
   18	Louisiana	$101,473	$49
   19	Iowa	$100,076	$48
   20	Arkansas	$92,414	$44

   Average director of customer care salary by company

   Company

   Rank	Company	Average salary	Hourly rate	Job openings
   1	Google	$165,234	$79.44	20
   2	Logitech	$153,804	$73.94
   3	VMware	$153,362	$73.73
   4	Control Risks	$150,663	$72.43
   5	RealManage	$145,162	$69.79
   6	Cepheid	$141,976	$68.26
   7	Adobe	$139,435	$67.04	9
   8	Microsoft	$139,327	$66.98	8
   9	Pwc	$138,546	$66.61	8
   10	Fox News	$137,079	$65.90
   11	Salsa Labs	$133,088	$63.98
   12	NBCUniversal	$133,054	$63.97	2
   13	Merck	$132,611	$63.76	10
   14	Physician Affiliate Group of New York	$131,814	$63.37	10
   15	Workday	$130,569	$62.77
   16	TIBCO Software	$130,492	$62.74
   17	Hca Hospital Services Of San Diego	$129,238	$62.13
   18	Audible	$128,843	$61.94
   19	JCPenney	$128,602	$61.83	14
   20	Tecton Products	$127,314	$61.21

4. Writing a director of customer care job description

   A good director of customer care job description should include a few things:

   • Summary of the role
   • List of responsibilities
   • Required skills and experience

   Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a director of customer care job description:

   Director of customer care job description example

   McLeod Software is the leading developer and provider of transportation management software to trucking and freight brokerage companies in the United States. We are rapidly growing and are highly respected within the transportation industry. We believe that our employees are our greatest competitive advantage. Each employee contributes directly to McLeod Software's growth and success, and we look for individuals who take pride in their work and in being a member of our team. We count on our employees to take action and to do things that will help us to keep building healthy partnerships with our customers. McLeod Software is seeking a
   Director, Customer Care for our headquarters in Birmingham, AL. The Director, Customer Care will successfully guide the day-to-day operations within Customer Care to consistently build an ever-evolving, exceptional client experience. The Director will work closely with the VP of Core Operations to create and successfully implement strategic goals for customer success. Duties will include: Management, oversight and communication of all day-to-day operations within Customer Care, including Support and Account Management Roles. Serve as a point of escalation, to assist with customers that require special handling and/or overseeing complex customer service issues that require leadership review. Assist, coordinate, and guide Customer Care team members with customer requests and projects, as well as responding to customer inquiries and problem solving in a professional and effective fashion. Accomplish department objectives by managing staff; planning and evaluating department activities. Maintains staff by recruiting, selecting, orienting, training and developing personal growth opportunities for employees. Communicating job expectations; planning, monitoring, coaching, appraising job results and ensuring effective discipline. Establish strategic goals by gathering pertinent business, financial, service, and operations information. Maintain and determine quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements; communicates daily with VP of Operations to ensure response to customers is on track Properly communicate with all team members and ensure information is being provided at all levels within the department, management or within the organization. Develop well-documented, repeatable processes and procedures to ensure consistency and increase customer satisfaction. Ensure that Customer Care team adheres to the documented policies and procedures (coordinated with Manager), providing the best customer service possible. Work with Customer Care Services to ensure proper queue coverage for both project-based support and ongoing support for Account Manager assigned accounts. Assist with time entry review and billing review Help to plan and facilitate After Hours support.
   Experience Preferred:
   A minimum of 5 (five) years of experience in software, customer service, transportation or other performance-based industry Demonstrated experience leading a team and problem solving, training and real-time operations management experience preferred. Knowledge of LoadMaster and PowerBroker with general knowledge of McLeod's product lines a plus. Working knowledge of software and/or transportation industry preferred. Ability to build relationships and work effectively at all levels of an organization and to interact confidently with management. Ability to maintain a friendly attitude with others (customers and other employees) regardless of situation. Ability to communicate technical information coherently, both verbally and in writing, to customers with various levels of education. Ability to control emotions and remain calm in stressful situations. Ability to travel up to 15% of the time.
   Education:
   Bachelor's degree or equivalent work experience.
   About Us:
   Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products.
   
   We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States.
   
   With an established base of more than 1,100 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.
   
   McLeod Software owns our national headquarters building in Birmingham, Alabama, and we also operate regional offices with training facilities in Salt Lake City, Utah and Downers Grove, Illinois. We employ more than 600 professionals.
   
   McLeod Software does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are an equal opportunity employer and we participate in E-Verify. #LP

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5. Post your job

   To find the right director of customer care for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with directors of customer care they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit directors of customer care who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your director of customer care job on Zippia to find and recruit director of customer care candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Recruiting directors of customer care requires you to bring your A-game to the interview process. The first interview should introduce the company and the role to the candidate as much as they present their background experience and reasons for applying for the job. During later interviews, you can go into more detail about the technical details of the job and ask behavioral questions to gauge how they'd fit into your current company culture.

   You should also ask about candidates' unique skills and talents to see if they match the ideal candidate profile you developed earlier. Candidates good enough for the next step can complete the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new director of customer care

   Once you've found the director of customer care candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's equally important to follow up with applicants who don't get the job with an email letting them know that the position has been filled.

   To prepare for the new director of customer care first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

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