Director, Client Services

Who is Recruiting from Scratch : Recruiting from Scratch is a talent firm that focuses on placing the best candidate for our clients. Our team is 100% remote and we work with teams across North America, South America, and Europe to help them hire. Location: New York City Company Stage: Series B Fintech Company Office Type: Onsite (5 days per week) Salary: $170,000 - $230,000 Company Description: Our client is revolutionizing the financial technology space with an innovative banking and spend management platform serving businesses of all sizes. As a fast-growing fintech startup backed by significant venture funding, they've built a product that combines corporate cards, banking, treasury, and expense management into one seamless platform. They pride themselves on delivering exceptional customer service as a core competitive advantage. What You Will Do: Lead and scale a global customer service organization of 15-20 team members and multiple managers, driving exceptional customer experiences Develop and implement strategic initiatives to enhance service quality, operational efficiency, and team performance Create and optimize quality assurance programs, training protocols, and performance metrics Partner with senior leadership to align customer service strategy with overall business objectives Drive continuous improvement in key metrics including CSAT and NPS Build and nurture a high-performance culture across distributed teams Implement and optimize support infrastructure and processes to scale with rapid growth Ideal Candidate Background: 7+ years of experience in customer experience/support roles, with 3+ years of people management experience Proven track record of building and scaling support teams in high-growth technology companies Experience managing distributed teams and developing customer service professionals Strong operational background with demonstrated success in process improvement and team optimization Experience with Zendesk or similar customer support platforms Background in high-touch, quality-focused support environments History of driving measurable improvements in customer experience metrics Preferred: Fintech or financial services industry experience Experience working in venture-backed startups Track record of implementing successful quality assurance and training programs Background in building support documentation and protocols Experience managing teams across multiple locations Compensation and Additional Information: Competitive base salary range: $170,000 - $230,000 Comprehensive benefits package Opportunity to make significant impact in a high-growth environment Position includes regular travel to international offices Professional development and growth opportunities Located in a prime NYC location This role represents an exciting opportunity for a customer experience leader who thrives in fast-paced environments and is passionate about building exceptional service organizations. The ideal candidate will combine strategic thinking with operational excellence to drive results in a dynamic, high-growth environment. #J-18808-Ljbffr

Created: 2025-02-19