Executive Director – Client Care

🕒 May 15

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Candescent

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2024

💼 Consulting

📣 Marketing

💳 Fintech

Consulting • Marketing • Fintech

Candescent is a digital-first, intelligence-driven banking platform that helps banks and credit unions modernize account opening, digital banking, branch interactions and operations. It provides cloud-native onboarding and sales tools, fraud and security management, unified data and analytics, marketing/communications, card and money management, developer tools, and a curated marketplace of partner solutions to improve engagement, compliance, and financial wellness for consumer and business customers.

📋 Description

• Define, lead, and scale a high-performing, global support organization that delivers exceptional customer experiences across our digital banking, account opening, and channel service platforms. • Ensure reliable, responsive, and high-quality support operations while continuously improving customer satisfaction, retention, and operational efficiency. • Mentor managers and senior individual contributors, and establish scalable support models that balance speed, quality, and cost. • Identify inefficiencies, eliminate friction for customers and teams, and introduce modern support practices, tooling, and metrics. • Drive operational transformation to elevate the customer support function into a strategic differentiator for the business.

🎯 Requirements

• BA/BS degree with 15+ years of experience leading client-facing organizations in technology, SaaS, fintech, or regulated environments. • A minimum of 7+ years of experience leading managers and senior managers within customer support, customer success, or service delivery organizations. • Proven ability to create and sustain world-class customer support experiences at scale. • Experience managing multi-tiered support teams with clearly defined SLAs, KPIs, and escalation paths. • Strong people leadership skills, with a track record of attracting, developing, and retaining high-performing customer support leaders and talent. • Ability to set clear expectations, empower leaders, and create an environment where teams can learn, experiment, and improve safely.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Professional development opportunities