Customer Experience Director

ClarityPay•Atlanta, GA

16h•Remote

About The Position

About ClarityPay We give businesses and their customers peace of mind by solving complex credit challenges with precision, speed, and intelligence, combining deep expertise with advanced technology, to simplify the experience and deliver better outcomes, every time. We're a fast‑growing fintech empowering enterprise merchants with smarter, more adaptive pay‑over‑time solutions. From point‑of‑sale financing to “Buy Now, Pay Later” programs and loyalty‑integrated offers, we’re building configurable credit tools that help businesses serve more of their customers. We value teamwork, clarity of purpose, and rigorous attention to data to drive action. We balance speed and excellence to deliver an exceptional customer experience. Role Overview: The Customer Service Director is responsible for overseeing the day-to-day operations of the customer service team. This role ensures high-quality customer interactions, meets performance metrics, and drives continuous improvement across all customer support channels. The manager serves as a coach, problem solver, and liaison between customers, internal departments, and senior leadership.

Requirements

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

Nice To Haves

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

Responsibilities

Strategic Leadership 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
Team Oversight 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
Operational Excellence 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
Customer Experience Strategy 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
Technology & Tools Partner with IT and Product to enhance CRM, telephony, AI chat, and self-service platforms
Drive adoption of automation, knowledge bases, and omnichannel tools
Reporting & Analysis 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