ClarityPay · 1 day ago
Customer Experience Director
Atlanta
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expClarityPay is a fast-growing fintech empowering enterprise merchants with smarter pay-over-time solutions. The Customer Experience Director is responsible for overseeing the customer service team, ensuring high-quality interactions, meeting performance metrics, and driving continuous improvement across all 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
Required
8–10+ years of customer service or customer experience leadership
3+ years in a senior management role (Senior Manager, Sr. Director, or equivalent)
Proven track record of leading large or multi-location service teams
Experience scaling customer support operations in fast-paced, high-growth environments
Strong understanding of WFM, QA, compliance, and customer experience strategy
Exceptional communication, leadership, and stakeholder management skills
Preferred
Experience leading offshore or BPO support operations
Background in fintech, lending, or other regulated industries
Proven success by launching new service channels (chat, SMS, self-service)
Experience launching customer service operations from the ground up
A track record of improving customer retention or loyalty metrics
Experience integrating AI or automation into customer service processes
Led service operations through rapid growth, transitions, or tech migrations
Benefits
Comprehensive benefits (medical, dental, vision)
401k program
Company
ClarityPay
ClarityPay is a financial services technology company that offers installment loans to consumers at the point of sale.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
unknownKey Investors
TTV CapitalOutpost Ventures
2025-07-30Series Unknown
2024-06-01Series Unknown
Recent News
Payments Dive
2025-11-01
2025-10-02
2025-07-31
Company data provided by crunchbase