This position is classified as structured hybrid, with an expectation of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On-site expectations may evolve over time to support business needs, with clear communication provided in advance.
JOB DESCRIPTIONPosition SummaryThe Director, Customer Support is a strategic leader responsible for overseeing Customer Support Learning & Development, Quality Assurance, Customer Experience Insights, and Root Cause Management across all customer contact channels. This role drives continuous improvement by ensuring frontline teams, business partners, and vendors have the knowledge, tools, coaching, and quality programs necessary to deliver exceptional customer experiences.
What Does a Director, Customer Support Do?Leads the strategy and execution of Learning & Development, Quality Assurance, Customer Experience Insights, and Root Cause Analysis programs across customer support operations.
Key Responsibilities- Set the vision and strategy for Customer Support programs.
- Lead Learning & Development programs including onboarding, leadership development, and frontline capability building including program enhancements to processes, policies and procedures.
- Oversee quality assurance programs across voice, chat, email, social media, disputes, complaints, and escalations. This also includes oversight and management of the Coaching portal
- Oversight and execution of the root cause analysis program resulting in identification of initiatives to eliminate recurring customer issues and/or improve the overall customers experience
- Serve as the voice of the customer by translating feedback into actionable business improvements.
- Partner with Product, Technology, Compliance, Risk, and Operations leaders to improve customer outcomes.
- Lead managers and teams responsible for QA, L&D, knowledge management, and customer insights.
- Establish KPIs and reporting frameworks to measure effectiveness and drive continuous improvement.
Success MeasuresRequired Qualifications- Bachelor's degree or equivalent experience.
- 10+ years of leadership experience in customer support, quality, learning & development, or operational.
- 5+ years leading managers and cross-functional teams.
- Experience building scalable QA and L&D programs.
- Strong analytical and stakeholder management skills.
Preferred Qualifications- Financial services, fintech, banking, or payments experience.
- Experience managing BPO/vendor relationships.
- Lean, Six Sigma, Quality Management, or Organizational Development certifications.
Leadership Competencies - Cross-Functional Influence
- Innovation & Problem Solving
- Execution & Accountability
POSITION TYPERegular
PAY RANGEThe targeted full-time base salary for this position is $127,000 to $200,200 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate's geographical location.
