Executive Director – Client Care
Location
Texas
Posted
10 days ago
Salary
0
Seniority
Lead
Job Description
Executive Director – Client Care
Candescent
• Define, lead, and scale a high-performing, global support organization that delivers exceptional customer experiences across our digital banking, account opening, and channel service platforms. • Ensure reliable, responsive, and high-quality support operations while continuously improving customer satisfaction, retention, and operational efficiency. • Mentor managers and senior individual contributors, and establish scalable support models that balance speed, quality, and cost. • Identify inefficiencies, eliminate friction for customers and teams, and introduce modern support practices, tooling, and metrics. • Drive operational transformation to elevate the customer support function into a strategic differentiator for the business.
Job Requirements
- BA/BS degree with 15+ years of experience leading client-facing organizations in technology, SaaS, fintech, or regulated environments.
- A minimum of 7+ years of experience leading managers and senior managers within customer support, customer success, or service delivery organizations.
- Proven ability to create and sustain world-class customer support experiences at scale.
- Experience managing multi-tiered support teams with clearly defined SLAs, KPIs, and escalation paths.
- Strong people leadership skills, with a track record of attracting, developing, and retaining high-performing customer support leaders and talent.
- Ability to set clear expectations, empower leaders, and create an environment where teams can learn, experiment, and improve safely.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Professional development opportunities
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