Director of Customer Experience

Climate First Bank

4d•Remote

About The Position

At Climate First Bank, we’re redefining what banking can be. As a Florida Benefit Corporation and FDIC-insured commercial bank, we offer a full suite of personal and business services—including solar, residential, commercial, ESOP Banking, Structured Finance and SBA loans—all designed to power a better future. We’re proud to be a Certified B Corporation, a member of 1% for the Planet, and part of the Global Alliance for Banking on Values (GABV), reflecting our deep commitment to sustainability, transparency, and ethical banking. With branches in St. Petersburg, Winter Park, Mount Dora, and a growing digital presence, we’re proving that banking can be a force for good. We don’t just support environmental and social causes—we’re built on them. Under our Holding Company, Climate First Bancorp, we are also powered by OneEthos. OneEthos operates at the intersection of fintech and traditional banking to expand access to inclusive, values-driven financial services. Regulated by the Federal Reserve Bank, it equips Community Banks, Credit Unions, CDFIs, and Green Banks with ethical lending tools—especially in climate finance and solar lending. Join the Movement We’re seeking driven, mission-aligned individuals ready to make an impact. If you’re passionate about sustainability, thrive in a fast-paced, results driven environment, and want to be part of something bigger, you will feel right at home. Our team is one of goal-setters, go-getters, problem solvers, thought leaders, and changemakers. We celebrate wins, tackle challenges head-on, and push boundaries. Fueled by purpose, we thrive where perseverance and passion turn ambitious goals into reality. Thrive at Climate First Bank At Climate First Bank, we’re investing in your future. We offer a comprehensive, people-first benefits package that supports your health, finances, and work-life balance.

Requirements

Bachelor’s degree required; advanced degree preferred.
10+ years of progressive customer support or call center leadership experience, including senior-level responsibility.
Experience in regulated or service-intensive industries such as financial services, healthcare, utilities preferred.
Entrepreneurial Self-Starter - take ownership of your work, consistently deliver measurable results, and efficiently solve problems. You have proven success building and scaling customer support or call center operations, ideally in remote or distributed environments, and thrive in fast-paced, high-performance cultures.
Organization & Efficiency- You manage time effectively, stay focused under pressure, and balance strong systems with flexibility. You remain highly organized, detail-oriented, and consistent in execution.
Master Communicator- You communicate with clarity, confidence, and professionalism, listen actively, and engage stakeholders at all levels. You have demonstrated success leading large, remote teams and developing high-performing leaders.
Banking & Fintech Acumen - You bring strong knowledge of financial products, regulations, and applicable laws, along with solid strategic, operational, and business acumen and the ability to interpret financial and legal documents.
Tech-Forward and Analytical Thinking - You have experience with contact center technology, CRM platforms, and performance analytics. You adapt quickly to new tools, embrace innovation, and use data to optimize outcomes.
Commitment to Being a Team Player - You collaborate openly, share ideas, contribute positively, and reliably support team and organizational success.

Nice To Haves

advanced degree preferred

Responsibilities

Design & execute enterprise-wide customer support strategies aligned with organizational growth, service standards, & customer experience objectives.
Build remote call center structures, staffing models, operating hours, & escalation frameworks.
Own customer support function & provide regular insights & performance reporting to executive team & Board as needed.
Establish core operational components.
Define & implement standard operating procedures for all interaction scenarios.
Ensure seamless handoffs between customer support & other departments.
Set up & optimize call center & customer engagement technology.
Partner with internal teams to ensure secure remote work environments, business continuity & disaster recovery readiness, reliability & scalability.
Lead recruitment, onboarding, & development of all customer experience staff & leaders.
Build a performance-driven, customer-centric remote culture with clear expectations, accountability, coaching, leadership development, & succession planning.
Design comprehensive onboarding programs, ongoing education, & leadership development pathways.
Define & manage key performance indicators and service-level targets.
Use data & analytics to optimize performance, staffing models, workflows & customer experience.
Lead regular performance reviews, coaching, & corrective action processes.
Champion the voice of the customer across the organization.
Ensure customer support operations adhere to all applicable regulatory, legal, & compliance requirements.
Partner with internal teams to support examinations, audits, issue remediation & documentation standards.
Implement strong controls around customer communications, data privacy, recordkeeping, & complaint management.
Adopt a commitment to environmental, social, economic, and racial justice.
Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training.
Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations.
Question suspicious activity and collaborate closely with the respective department(s) to help prevent fraudulent activity.

Benefits

In addition to the base salary, this position may be eligible for an annual bonus, incentives and equity.
100% employer-paid for employees; employer contribution for dependents by Us
Medical, Dental & Vision Insurance
Health Savings Account (HSA)
Free Telemedicine access via Teladoc
401(k) with 6% Employer Match — No Vesting Period.
Employee Stock Options
Exclusive Employee Banking Perks
0% Financing for Employee Solar Loans
Employee Only Mortgage Product with exclusive interest rates and terms.
0% Financing for Eligible Electric Vehicles (EVs)
Referral Incentives
2–4 Weeks of Vacation based on officer level plus additional tenure-based time.
64 Hours of Paid Sick Time for all full-time employees.
Company-Paid Life Insurance
Short- & Long-Term Disability Insurance
Voluntary Life, Accident & Critical Illness Coverage
Employee Assistance Program (EAP) with free counseling, legal, and financial services.