Director, Client Services

Company Overview

We've partnered with a dynamic fintech company that is revolutionizing business banking by offering an all-in-one platform. Their services include corporate cards, banking, treasury, expense management, accounts payable, accounting automation, and more, all supported by a commitment to exceptional customer service.

Role Overview

We are seeking an experienced Director of Customer Service to enhance our client's competitive edge. The successful candidate will work to elevate service standards, ensure operational excellence, and foster a high-performance culture within the global support team. You will lead a team of 15-20 Associates and report directly to the SVP of Customer Experience, all while being based out of their New York City office.

Responsibilities

• Manage day-to-day operations for the customer service team, ensuring high-quality service delivery and prompt issue resolution.
• Enhance client communication standards, promoting effective interactions across various channels (phone, chat, and email).
• Provide ongoing training and development to improve team skills while overseeing and refining quality assurance processes.
• Develop and revise operational processes and protocols to achieve consistent service delivery in alignment with SLAs.
• Lead domestic and international hiring processes to build a world-class customer support team.
• Travel to the international office for team engagement, approximately 3-4 times a year.

Qualifications

• 10+ years of experience in customer service/support, including 3+ years in a management or leadership role.
• Experience in fintech or technology sectors, preferably within a high-growth startup.
• Exceptional communication skills with a proven track record of improving team interactions.
• Strong background in quality assurance, documentation, and protocol development.
• Familiarity with Zendesk or similar customer support software is required.
• Excellent organizational skills, including multitasking, prioritization, and problem-solving abilities.
• Demonstrated success in hiring, training, and developing customer support professionals.

Benefits

Our client offers a competitive salary range of $165,000 - $191,500, with potential variations based on relevant experience, skills, and geographic location. In addition to base pay, benefits include equity, healthcare benefits, and paid time off.

Diversity and inclusion are at the core of our client's values. They are dedicated to creating an equitable environment for all employees, candidates, and partners. Everyone's contribution is valued, and ongoing professional growth opportunities are supported.