Customer Experience Director

About ClarityPayWe give businesses and their customers peace of mind by solving complex credit challenges with precision, speed, and intelligence, combining deep expertise with advanced technology, to simplify the experience and deliver better outcomes, every time.We're a fast‑growing fintech empowering enterprise merchants with smarter, more adaptive pay‑over‑time solutions. From point‑of‑sale financing to “Buy Now, Pay Later” programs and loyalty‑integrated offers, we’re building configurable credit tools that help businesses serve more of their customers.We value teamwork, clarity of purpose, and rigorous attention to data to drive action. We balance speed and excellence to deliver an exceptional customer experience.Role Overview:The Customer Service Director is responsible for overseeing the day-to-day operations of the customer service team. This role ensures high-quality customer interactions, meets performance metrics, and drives continuous improvement across all customer support channels. The manager serves as a coach, problem solver, and liaison between customers, internal departments, and senior leadership.Qualifications: 8–10+ years of customer service or customer experience leadership 3+ years in a senior management role (Senior Manager, Sr. Director, or equivalent) Proven track record of leading large or multi-location service teams Experience scaling customer support operations in fast-paced, high-growth environments Strong understanding of WFM, QA, compliance, and customer experience strategy Exceptional communication, leadership, and stakeholder management skillsKey Responsibilities:Strategic LeadershipSet the vision, roadmap, and success metrics for the customer service functionDevelop and implement scalable service models that align with company growthBuild a culture of excellence, accountability, and continuous improvementTeam OversightLead, mentor, and grow customer service managers and team leadsOversee workforce planning, headcount, hiring, and training strategies (onshore/offshore)Set clear KPIs for performance, productivity, and qualityOperational ExcellenceEnsure SLA adherence across all support channels (phone, email, chat, SMS)Own QA, compliance, and risk monitoring processesDrive improvements in First Contact Resolution, AHT, CSAT, and escalation handlingCustomer Experience StrategyLead initiatives to improve customer retention, satisfaction, and lifetime valueMap customer journeys and reduce friction through proactive support and automationServe as the voice of the customer in leadership discussionsTechnology & ToolsPartner with IT and Product to enhance CRM, telephony, AI chat, and self-service platformsDrive adoption of automation, knowledge bases, and omnichannel toolsReporting & AnalysisDeliver regular reporting on KPIs, trends, forecasts, and insightsTranslate data into strategic decisions and resource planningPresent findings to executive leadership and recommend improvementsBonus Points:Experience leading offshore or BPO support operationsBackground in fintech, lending, or other regulated industriesProven success by launching new service channels (chat, SMS, self-service)Experience launching customer service operations from the ground upA track record of improving customer retention or loyalty metricsExperience integrating AI or automation into customer service processesLed service operations through rapid growth, transitions, or tech migrationsWhat we offer:Competitive compensation and equity package. Comprehensive benefits (medical, dental, vision). Collaborative office culture with a strong product mindset. Opportunities to grow, lead, and shape the future of consumer finance. 401k programRole DetailsWe are a remote-first team, with a preference for candidates based in the U.S. Hybrid options are available for those located in Atlanta. This role will be reported into the Chief Servicing Officer. Ready to redefine consumer lending with us? Apply today and join a passionate team committed to making financial clarity a reality.Salary Range: $120K - $130K per year, based on experience and qualifications.Please email jamesholder@claritypay.com if you are interested along with a resume.ClarityPay is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, age, disability, veteran, marital status, or any other legally protected status.