Executive Director – Client Care

Candescent

Executive Director of Client Care at Candescent defining and scaling global support operations. Focused on elevating customer experiences in digital banking and account opening services.

Posted 5/15/2026full-timeRemote • Texas • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Define, lead, and scale a high-performing, global support organization that delivers exceptional customer experiences across our digital banking, account opening, and channel service platforms.
Ensure reliable, responsive, and high-quality support operations while continuously improving customer satisfaction, retention, and operational efficiency.
Mentor managers and senior individual contributors, and establish scalable support models that balance speed, quality, and cost.
Identify inefficiencies, eliminate friction for customers and teams, and introduce modern support practices, tooling, and metrics.
Drive operational transformation to elevate the customer support function into a strategic differentiator for the business.

Requirements

What you’ll need

BA/BS degree with 15+ years of experience leading client-facing organizations in technology, SaaS, fintech, or regulated environments.
A minimum of 7+ years of experience leading managers and senior managers within customer support, customer success, or service delivery organizations.
Proven ability to create and sustain world-class customer support experiences at scale.
Experience managing multi-tiered support teams with clearly defined SLAs, KPIs, and escalation paths.
Strong people leadership skills, with a track record of attracting, developing, and retaining high-performing customer support leaders and talent.
Ability to set clear expectations, empower leaders, and create an environment where teams can learn, experiment, and improve safely.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportcustomer successservice deliveryoperational efficiencysupport operationssupport modelsSLAsKPIsmetricssupport practices

Soft Skills

people leadershipmentoringteam empowermentcommunicationproblem-solvingstrategic thinkingcollaborationdevelopmentretentioncustomer satisfaction

Certifications

BA/BS degree