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.

Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.