Executive Director – Client Care

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develop, manage, and expand a high-performing global support organization that provides outstanding customer experiences across our digital banking, account opening, and channel service platforms.

• Guarantee dependable, responsive, and top-notch support operations while consistently enhancing customer satisfaction, retention, and operational efficiency.

• Guide managers and senior individual contributors, establishing scalable support models that balance speed, quality, and cost-effectiveness.

• Recognize inefficiencies, reduce friction for customers and teams, and implement contemporary support practices, tools, and metrics.

• Propel operational transformation to elevate the customer support function as a strategic differentiator for the business.

⛳️ Requirements

• BA/BS degree with over 15 years of experience leading client-focused organizations in technology, SaaS, fintech, or regulated sectors.

• At least 7 years of experience in leadership roles, managing managers and senior managers within customer support, customer success, or service delivery sectors.

• Demonstrated ability to create and maintain world-class customer support experiences at scale.

• Experience in managing multi-tiered support teams with well-defined SLAs, KPIs, and escalation procedures.

• Strong leadership abilities, with a proven record of attracting, developing, and retaining high-performing customer support leaders and personnel.

• Capacity to establish clear expectations, empower leaders, and foster an environment where teams can learn, experiment, and improve safely.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Professional development opportunities