Director of Customer Experience

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🕒 July 29

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Climate First Bank

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🏦 Banking

⚡ Energy

Banking • Energy

Climate First Bank is a mission-driven, FDIC‑insured bank that focuses on climate and community impact while offering full-service personal and business banking. The bank provides impact-oriented deposit products (Impact Checking, Impact Money Market, CDs), consumer and residential mortgage lending, and a prominent solar financing program (consumer and commercial solar loans, project energy finance) designed to fund emissions-reducing home and infrastructure upgrades. Climate First also offers business banking (SBA lending, factoring/ABL, business money market accounts), ESOP financing, a mobile app and online banking, and tools like a Deposit Impact Calculator and a Demand Deposit Marketplace. The institution highlights impact metrics (e. g. , 9,000+ households supported through its solar loan program, 30,000+ customers, $67M strategic funding round) and emphasizes transparent, mission-aligned lending and stewardship.

📋 Description

• Lead the design, buildout, and leadership of a fully remote customer support department developed from the ground up • Own customer support strategy, infrastructure, staffing, technology, performance management, and experience outcomes across all support channels • 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 • 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 • 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 preparedness • Lead recruitment, onboarding, & development of all customer experience staff & leaders • Design comprehensive onboarding programs, ongoing education, & leadership development pathways • 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

🎯 Requirements

• 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

🏖️ Benefits

• 100% employer-paid medical, dental & vision insurance for employees; employer contribution for dependents • 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 • 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