Director of Customer Care

What We Need You to Do

• Build and oversee Everfriends’ Customer Care + SDR organization — including systems setup, process design, operational structure, and CX process optimization.

• Select, implement, and optimize modern support tools (Gong, Salesforce, HubSpot, CRM systems, telephony, AI chat tools) to streamline communication, agent performance, and customer experience tracking.

• Recruit, onboard, and mentor a high-performing team of SDRs and Customer Care Representatives, focused on proactive customer engagement and empathy-first service.

• Develop training programs centered on emotional intelligence, customer lifecycle management, AI tool usage, and continuous improvement.

• Establish and operationalize customer feedback loops to drive cross-functional improvements across Product, Marketing, and AI experience design.

• Use data to drive decisions — analyze performance metrics, run A/B tests, optimize workflows, and create reports that illuminate what truly moves the needle.

• Manage from the weeds when needed — diagnose issues, coach reps, refine scripts, iterate on processes, and ensure an exceptional support experience.

• Balance inbound and outbound strategies to create a proactive, responsive customer engagement engine.

• Collaborate directly with AI teams on chat-building and hybrid support experiences, ensuring seamless integration of human and AI support systems.

What You Bring to the Table

• Proven success building or transforming Customer Care, CX, SDR, or Customer Success teams — from staffing to system architecture.

• Strong experience leading and coaching SDRs or support reps in a data-driven, technology-enabled environment.

• Expertise in customer lifecycle management, onboarding, retention, and delivering exceptional customer experience at scale.

• Analytical mindset with comfort turning performance analytics into continuous improvement.

• Experience with CX technology platforms including Gong, Salesforce, HubSpot, CRM systems, telephony, and AI-powered support tools.

• Hands-on fluency in A/B testing, workflow optimization, and reporting to identify what drives outcomes.

• An investment leadership style — committed to team coaching, culture, and high performance.

• A passion for AI, emotional intelligence, and the future of human + AI collaboration in customer engagement.

• Compensation range, DOE, $125,000 to $140,000 per year.

Join Us

At EverFriends, we’re redefining what it means to feel supported by technology — and your leadership will make that vision real. Here, you won’t just build a department. You’ll build the beating heart of how we care.

Director of Customer Care ~ Come Build a First-Class Customer Experience Engine

Grand Rapids, Michigan — Full Time
Location: In-office
Reports to: Executive Leadership/VP of Sales

Lead the Future of Human + AI Support

At EverFriends, we’re blending advanced artificial intelligence with heartfelt empathy to create compassionate, responsive digital companions that support emotional well-being. Now we’re building the human systems behind that promise — and we’re searching for a Director of Customer Care who can architect, lead, and inspire a first-class customer experience organization grounded in empathy-driven communication, performance analytics, and AI-powered support.

This is not a maintenance role. This is a build-it, scale-it, elevate-it opportunity for a leader who has designed Customer Care, Customer Success, or SDR operations from the ground up — someone who sees the future of human + machine collaboration and knows how to design the workflows, tools, and team structures that make it real.

Why You’re Going to Love This Job

You’ll be at the heart of what makes EverFriends trusted and loved. You’ll build the infrastructure, playbooks, and culture that empower our team to deliver empathy at scale — through voice, chat, proactive outreach, and AI-assisted care.

You’ll partner closely with Product, AI, and Operations to continually refine our listening systems, customer feedback loops, and response workflows. And you’ll have the freedom to experiment — using data, A/B tests, workflow optimization, and genuine curiosity to make every customer interaction smarter, more proactive, and more meaningful.

About Us:

We harness the power of advanced artificial intelligence to create compassionate, responsive companions that enhance quality of life, foster emotional well-being, and provide unwavering support. By blending innovative technology with heartfelt empathy, we ensure that no one faces their journey alone.

About The Process:

Online application → phone screen → 2–3 Zoom/Google Meet interviews → 1 practical exercise → final interview. We aim to complete the full process by month-end or sooner.