Executive Director - Client Care

Role Purpose

As the Executive Director of Client Care, you will 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. This role is responsible for ensuring reliable, responsive, and high-quality support operations while continuously improving customer satisfaction, retention, and operational efficiency.

You are a proven, customer-obsessed leader who thrives in fast-paced, high-growth environments. You excel at building strong leadership benches, mentoring managers and senior individual contributors, and establishing scalable support models that balance speed, quality, and cost. You will be a key driver of operational transformation—identifying inefficiencies, eliminating friction for customers and teams, and introducing modern support practices, tooling, and metrics. This role is not about maintaining the status quo; it’s about elevating the customer support function into a strategic differentiator for the business.

Key Responsibilities and Deliverables

Top candidates will demonstrate the following:

• A strong history of leading and scaling customer support or customer success organizations in mid-size, high-growth technology companies.
• Experience managing multi-tiered support teams (Tier 1, Tier 2, escalations, and specialized support functions) with clearly defined SLAs, KPIs, and escalation paths.
• Deep understanding of support operations, including case management, backlog control, incident management, root-cause analysis, and continuous service improvement.
• Ability to quickly assess customer impact, prioritize competing issues, and make decisive, accountable decisions during high-severity escalations.
• Proven success driving improvements in CSAT, NPS, resolution time, first-contact resolution, and customer retention.
• Strong communication skills with the ability to adapt messaging for executive stakeholders, frontline teams, and customers.
• A transparent leadership style that builds trust with both internal teams and clients.
• Ability to set clear expectations, empower leaders, and create an environment where teams can learn, experiment, and improve safely.
• Comfort navigating conflict between customer needs, product limitations, engineering priorities, and contractual commitments.
• Strategic vision and operational discipline to evolve the support function into a scalable, standardized organization capable of supporting rapid customer and product growth without sacrificing quality.

Qualifications and Experience

Demonstrated skills, competencies, and required experience include:

• 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 teams that deliver contractual support services, including proactive and reactive support bounded by SLAs and service agreements.
• Experience partnering closely with Product, Engineering, Professional Services, and Sales to drive issue resolution, reduce recurring defects, and improve the end-to-end customer journey.
• Strong people leadership skills, with a track record of attracting, developing, and retaining high-performing customer support leaders and talent.
• Ability to balance customer expectations, operational costs, tooling capabilities, and organizational capacity to deliver consistent, high-quality outcomes.
• A leadership mindset that embraces accountability, continuous improvement, and customer advocacy.