Executive Director - Client Care (Fintech)

TL;DR

Executive Director - Client Care (Fintech/SaaS): Define, lead, and scale a global support organization for digital banking, account opening, and channel service platforms with an accent on reliable operations, SLAs, KPIs, and customer satisfaction. Focus on building scalable support models, driving CSAT/NPS improvements, mentoring leaders, and partnering with Product, Engineering, and Sales to eliminate friction and enhance customer journeys.

Location: US - Texas - Virtual

Company

hirify.global is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences through digital banking, account opening, and branch solutions powered by an API-first architecture.

What you will do

• Lead and scale a high-performing global support organization delivering exceptional customer experiences across platforms.
• Establish scalable support models balancing speed, quality, and cost while mentoring managers and individual contributors.
• Drive operational transformation by identifying inefficiencies, introducing modern practices, tooling, and metrics.
• Manage multi-tiered support teams with defined SLAs, KPIs, escalation paths, case management, and incident response.
• Partner with Product, Engineering, Professional Services, and Sales to resolve issues, reduce defects, and improve customer journeys.
• Build leadership benches, attract talent, and foster a culture of accountability, continuous improvement, and customer advocacy.

Requirements

• BA/BS degree with 15+ years leading client-facing organizations in technology, SaaS, fintech, or regulated environments
• 7+ years leading managers and senior managers in customer support, success, or service delivery
• Strong history scaling customer support/success in mid-size, high-growth tech companies
• Deep expertise in support operations: SLAs, KPIs, case management, backlog control, incident management, root-cause analysis
• Proven improvements in CSAT, NPS, resolution time, first-contact resolution, customer retention
• Experience with contractual support services, proactive/reactive support, and cross-functional collaboration
• Strong communication, transparent leadership, conflict navigation, strategic vision, and people leadership skills

Culture & Benefits

• Fast-paced, high-growth environment emphasizing customer obsession and operational excellence
• Opportunity to elevate support into a strategic business differentiator
• Focus on building trust, empowering teams, and enabling safe learning and experimentation