Customer Experience Director

About ClarityPay

We 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 skills

Key Responsibilities:

Strategic Leadership

• Set the vision, roadmap, and success metrics for the customer service function

• Develop and implement scalable service models that align with company growth

• Build a culture of excellence, accountability, and continuous improvement

Team Oversight

• Lead, mentor, and grow customer service managers and team leads

• Oversee workforce planning, headcount, hiring, and training strategies (onshore/offshore)

• Set clear KPIs for performance, productivity, and quality

Operational Excellence

• Ensure SLA adherence across all support channels (phone, email, chat, SMS)

• Own QA, compliance, and risk monitoring processes

• Drive improvements in First Contact Resolution, AHT, CSAT, and escalation handling

Customer Experience Strategy

• Lead initiatives to improve customer retention, satisfaction, and lifetime value

• Map customer journeys and reduce friction through proactive support and automation

• Serve as the voice of the customer in leadership discussions

Technology & Tools

• Partner with IT and Product to enhance CRM, telephony, AI chat, and self-service platforms

• Drive adoption of automation, knowledge bases, and omnichannel tools

Reporting & Analysis

• Deliver regular reporting on KPIs, trends, forecasts, and insights

• Translate data into strategic decisions and resource planning

• Present findings to executive leadership and recommend improvements

Bonus Points:

• Experience leading offshore or BPO support operations

• Background in fintech, lending, or other regulated industries

• Proven success by launching new service channels (chat, SMS, self-service)

• Experience launching customer service operations from the ground up

• A track record of improving customer retention or loyalty metrics

• Experience integrating AI or automation into customer service processes

• Led service operations through rapid growth, transitions, or tech migrations

What 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 program

Role Details

• We 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.