Executive Director – Client Care

DirectorDirectorFull TimeRemoteLeadTeam 1,001-5,000Since 2024H1B No SponsorCompany SiteLinkedIn

Location

Texas

Posted

10 days ago

Salary

0

Seniority

Lead

Bachelor Degree15 yrs expEnglish

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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