Onbe · 1 day ago
Director, Client Support
Buffalo Grove, Illinois, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$139K/yr - $168K/yr
8+ years expOnbe is a fast-growing FinTech company that serves as a comprehensive payments partner for its clients. The Director, Client Support leads the Client Support organization, driving operational excellence and ensuring exceptional service and outcomes for clients.
FinanceFinancial ServicesMobile PaymentsPaymentsTransaction Processing
Responsibilities
Provides inspirational leadership and development to a team of Client Support people leaders (Managers) and their Specialist teams
Defines and communicates the strategic vision, priorities, and operating model supporting the Client Support function in alignment with company objectives
Partners closely with senior leaders to implement and achieve company and department initiatives
Maintains executive oversight of a portfolio of strategic accounts, engaging as an executive sponsor and ensuring effective coordination across supporting teams
Establishes and facilitates regular leadership meetings and ensures effective, consistent communication cascades throughout the extended customer support function
Coaches and mentors Managers on all core proficiencies required to lead high-performing teams that serve clients as trusted and reliable partners
Ensures that tactical duties across the organization (research, analysis, and day-to-day requests) are completed accurately, efficiently, and in line with established SLAs and quality standards
Acts as a senior point of escalation for clients and internal partners when complex issues arise and drives durable, root-cause solutions
Owns Client Support performance metrics and benchmarks, including healthy CSAT, NPS scores, and performance KPIs, and develops action plans to address any negative trends
Partners with Account Executives and other commercial leaders to ensure client happiness, retention, and growth, including support for account planning on AE-owned accounts
Oversees the organization’s participation in and delivery of Client Business Reviews (CBRs) for supported accounts and participates in Strategic Account meetings and reviews when warranted
Participates in and influences cross-functional and product meetings to maintain an intimate understanding of critical initiatives that impact clients’ business and to find opportunities to enhance support
Identifies gaps and areas across the Client Support organization that require improved processes, rigor, and operational rhythms, and leads initiatives to address them
Establishes measurable key performance indicators and team/individual goals that align with Onbe’s strategic priorities and monitors performance on a monthly and quarterly basis
Prepares and delivers regular reporting and insights on departmental performance, risks, and opportunities to senior leadership
Leads talent management for the Client Support organization, including hiring, succession planning, career pathing, and ongoing development for people leaders
Conducts 1:1 development meetings with team members and coordinates a culture of continuous feedback and mentoring throughout the organization
Owns the performance review process for direct reports and ensures consistency and fairness in performance management across the Client Support team
Provides timely, clear, and impactful business communications to interested parties inside and outside of the Client Support and account management organizations
Qualification
Required
Bachelor's degree or equivalent experience preferred
8-10 years proven experience in client support, customer success, or related client-facing functions, including 3–5 years leading leaders and managing multi-layered teams
Proven track record of building and leading high-performing client support or service organizations in a fast-paced environment
Demonstrated experience using data and critical metrics (e.g., CSAT, NPS, retention, SLA adherence) to drive decisions and continuous improvement
Excellent communication, executive presence, and relationship-building skills, with the ability to influence cross-functional partners
Strong strategic thinking and operational execution skills, with experience driving process improvement and automation
Benefits
Medical
Dental
Vision
Wellness
401(k) matching
Open PTO
Work from anywhere
Generous parental leave
And more!
Company
Onbe
Onbe is a purpose-built payment issuing platform that connects brands with consumers, workforces, and marketplaces.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Bala Janakiraman
Chief Executive Officer
Tracy Monson
VP, Segment Management
Recent News
Business Wire
2026-01-11
Business Wire
2026-01-05
Crowdfund Insider
2025-11-06
Company data provided by crunchbase