Aligned is seeking a Director of Customer Care to build and innovate its customer support function, leveraging AI and automation. The ideal candidate will have experience in B2B SaaS support operations and a strong track record in process improvement and team management
Job Summary
Build and own the entire customer care function from the ground up, designing it as an AI-agentic operation from day one.
Lead the AI-agentic transformation of support, focusing on autonomous agents for triage, deflection, and resolution, with human expertise focused where it matters most.
Redefine support metrics to focus on AI containment rate and value-based impact, not just ticket volume and response time.
Matching Summary
Match Score: 85
Aligned is seeking a Director of Customer Care to build and innovate its customer support function, leveraging AI and automation. The ideal candidate will have experience in B2B SaaS support operations and a strong track record in process improvement and team management.
Skills & Requirements
Must-have
AI-agentic operation
build customer care from ground up
AI bots for triage, deflection, resolution
help center and knowledge base
internal ticketing system
Nice-to-have
AI-first thinker
process-obsessed
reliable and accountable
product sense
Key Requirements
4-6 years in support or support operations at a B2B SaaS company
Startup experience (Seed–Series C)
Deep expertise in modern support tools
Hands-on experience with AI/automation in support
Experience building and maintaining a help center or knowledge base