[Hiring] Director of Customer Experience @Climate First Bank

Role Description

We’re seeking an SVP, Director of Customer Experience to lead the design, buildout, and leadership of a fully remote customer support department developed from the ground up. You’ll own customer support strategy, infrastructure, staffing, technology, performance management, and experience outcomes across all support channels.

You’ll create a scalable, compliant, and high-performing remote-first call center that delivers consistent and exceptional customer experiences while supporting company growth, brand values, and operational efficiency.

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 10+ years of progressive customer support or call center leadership experience, including senior-level responsibility.
• Experience in regulated or service-intensive industries such as financial services, healthcare, utilities preferred.

Requirements

• Design & execute enterprise-wide customer support strategies aligned with organizational growth, service standards, & customer experience objectives.
• Build remote call center structures, staffing models, operating hours, & escalation frameworks.
• Own customer support function & provide regular insights & performance reporting to executive team & Board as needed.
• Establish core operational components.
• Define & implement standard operating procedures for all interaction scenarios.
• Ensure seamless handoffs between customer support & other departments.
• Set up & optimize call center & customer engagement technology.
• Partner with internal teams to ensure secure remote work environments, business continuity & disaster recovery readiness, reliability & scalability.
• Lead recruitment, onboarding, & development of all customer experience staff & leaders.
• Build a performance-driven, customer-centric remote culture with clear expectations, accountability, coaching, leadership development, & succession planning.
• Define & manage key performance indicators and service-level targets.
• Use data & analytics to optimize performance, staffing models, workflows & customer experience.
• Ensure customer support operations adhere to all applicable regulatory, legal, & compliance requirements.
• Implement strong controls around customer communications, data privacy, recordkeeping, & complaint management.
• Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training.
• Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations.

Benefits

• Compensation: In addition to the base salary, this position may be eligible for an annual bonus, incentives and equity.
• Health Coverage: 100% employer-paid for employees; employer contribution for dependents.
• Medical, Dental & Vision Insurance.
• Health Savings Account (HSA).
• Free Telemedicine access via Teladoc.
• 401(k) with 6% Employer Match — No Vesting Period.
• Employee Stock Options.
• Exclusive Employee Banking Perks.
• 0% Financing for Employee Solar Loans.
• Employee Only Mortgage Product with exclusive interest rates and terms.
• 0% Financing for Eligible Electric Vehicles (EVs).
• Referral Incentives.
• Generous Paid Time Off: 2–4 Weeks of Vacation based on officer level plus additional tenure-based time.
• 64 Hours of Paid Sick Time for all full-time employees.
• Company-Paid Life Insurance.
• Short- & Long-Term Disability Insurance.
• Voluntary Life, Accident & Critical Illness Coverage.
• Employee Assistance Program (EAP) with free counseling, legal, and financial services.