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Paysafe · 1 day ago

Senior Director, Strategic Care

Jacksonville, FL

Full-time

Hybrid

Lead/Staff, Director/Executive

12+ years exp

Paysafe is a leading global payments provider, and they are seeking a Senior Director, Strategic Care to oversee the servicing and experience of their most valuable B2B clients. This role involves building and leading the Strategic Care organization to ensure high-value clients receive exceptional service and support while driving continuous improvement and growth across the business.

Financial ServicesFinTechMobile PaymentsRisk Management

Responsibilities

Define and execute the Strategic Care vision and operating model for high-value B2B customers (merchants, partners, and strategic accounts)

Develop and maintain differentiated SLAs, escalation models, and engagement protocols tailored to client value and complexity

Build and lead a global Strategic Care organization, ensuring consistent quality and coverage across all time zones and product lines

Translate the Customer Service Vision into an actionable high-value client servicing roadmap — balancing excellence with efficiency

Oversee day-to-day service operations for high-value clients, ensuring rapid response, accountability, and end-to-end issue resolution

Embed 360° ownership principles — every case has a clear owner, and no issue falls through the cracks

Monitor performance against differentiated KPIs and SLAs (rSAT, FCR, resolution time, retention)

Champion automation and AI capabilities to improve efficiency while preserving a human-led, premium experience

Serve as an executive escalation point for major clients — not hesitating to personally connect with large partners when needed to maintain trust and resolve complex issues

Partner closely with Sales, Account Management, and Customer Success to ensure service excellence directly supports revenue growth and retention

Develop structured client feedback loops and use insights to drive product, policy, and process improvements across the organization

Act as a bridge between Customer Service, Sales, Product, Engineering, and Operations to remove friction, enhance resolution speed, and improve customer experience

Represent high-value clients in internal governance forums, influencing product roadmaps and policy design

Ensure voice-of-customer insights from Strategic Care inform continuous improvement across the enterprise

Drive a culture of continuous improvement and accountability within the Strategic Care team

Identify opportunities for business growth through service differentiation — using the organization’s proximity to key clients to uncover retention and upsell potential

Lead initiatives to bring high-value servicing in-house while maintaining cost efficiency through automation and smart routing

Build Strategic Care into a competitive differentiator and a trusted partner to the business

Qualification

Customer Service LeadershipStrategic Account ManagementService TransformationGlobal Team BuildingCross-Functional CollaborationStakeholder ManagementChange LeadershipExceptional CommunicationNegotiation SkillsGrowth Mindset