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ClarityPay · 5 months ago

Customer Experience Director

Atlanta

Full-time

Onsite

Senior Level, Lead/Staff, Director/Executive

$120K/yr - $130K/yr

8+ years exp

ClarityPay is a fast-growing fintech company that empowers enterprise merchants with adaptive pay-over-time solutions. The Customer Experience Director will oversee the customer service team, ensuring high-quality interactions and driving continuous improvement across support channels.

Financial Services

Responsibilities

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

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

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

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

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

Drive adoption of automation, knowledge bases, and omnichannel tools

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

Qualification

Customer experience leadershipSenior management experienceScaling customer support operationsWFMQA understandingStakeholder managementExceptional communicationLeadership skills