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Posted May 14Executive Director - Client Care
at Candescent
United StatesRemote
Requirements
- You excel at building strong leadership benches, mentoring managers and senior individual contributors, and establishing scalable support models that balance speed, quality, and cost.
- 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.
- Strong communication skills with the ability to adapt messaging for executive stakeholders, frontline teams, and customers.
- Ability to set clear expectations, empower leaders, and create an environment where teams can learn, experiment, and improve safely.
- 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.
Benefits
- 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
Additional details
- Candescent is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences.
- We unite digital banking, account opening, and branch solutions that power and connect digital banking, account opening, and branch solutions—creating seamless engagement across digital, remote, and in-person channels.
- Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation.
- Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection.
- 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 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
- Ability to quickly assess customer impact, prioritize competing issues, and make decisive, accountable decisions during high-severity escalations.