Director of Client Services

Summary

Join MoCaFi as the Director of Client Services and lead our customer support department, bridging internal teams and external vendors for our Federal payments contract. You will build and scale brick-and-mortar contact centers, manage vendor relationships, and ensure high-quality service delivery. This role requires experience establishing contact centers and managing vendor relationships. The position is remote unless based in the New York City area, where it's hybrid. The salary range is $120,000-$170,000 based on experience and location. You will report to the Head of Client Services and play a crucial role in maintaining customer satisfaction and loyalty.

Requirements

• Pursuant to our contract with the FAA, this position requires that all employees working on Federal contracts be U.S. citizens or Lawful Permanent Residents
• 7+ years of experience in a customer support role, with at least 3 years in a leadership position, preferably in a financial services or banking environment. Specifically, this experience must include leading contact centers and managing external vendors
• Proven track record of hiring, managing, and developing high-performing teams internally and through vendor relationships
• Strong understanding of customer service processes and best practices, including experience implementing and managing these processes across vendor operations
• Ability to navigate complex situations involving vendor relationships and contractual obligations
• Exceptional communication and interpersonal skills, with the ability to effectively communicate with internal teams, external vendors, and senior management
• Proven ability to set up contact centers and implement processes, including vendor selection, contract negotiation, and ongoing performance management

Responsibilities

• Lead and oversee the customer support department's operations, encompassing internal teams and external vendors
• Manage the full lifecycle of vendor relationships, including selection, contract negotiation, performance monitoring, and ongoing relationship management
• Establish and scale brick-and-mortar contact centers from the ground up, including vendor selection, site setup, staffing, and ongoing operational management
• Set priorities based on department strategies and goals, aligning both internal and vendor teams
• Execute key performance metrics (KPIs) to ensure the delivery of high-quality support services, both internally and through vendor partners
• Guide the professional development of direct reports and provide oversight and guidance to vendor staff through regular performance reviews and feedback sessions with vendor management
• Manage internal customer support teams, ensuring they are well-equipped to handle customer inquiries and complaints and collaborate closely with vendor teams to ensure seamless service delivery
• Implement strategies to improve customer service processes and procedures, both internally and across vendor operations
• Resolve any major customer service issues, escalating to vendor management as needed, playing a crucial role in maintaining customer satisfaction and loyalty
• Collaborate with other departments to ensure a unified approach to customer service, working closely with internal teams and vendor partners
• Regularly report on department performance to senior management, including metrics related to both internal and vendor performance
• Maintain customer satisfaction and loyalty by proactively addressing and resolving customer service issues working closely with vendor partners to ensure consistent service quality
• Ensure seamless communication and data flow between our client service systems and these platforms to provide accurate and timely support to customers
• Identify and analyze customer issues using data, leveraging insights to drive improvements in service delivery and customer experience

Preferred Qualifications

• Bachelor's degree in Business Administration, Management, or a related field
• Experience in a fast-paced, tech-driven environment

Benefits

• An empowering workplace that values initiative and critical thinking
• Work on achieving our financial inclusion mission
• A supportive and inclusive culture: recognizes contributions and celebrates wins
• A welcoming environment that appreciates your bringing your entire self to work
• Time to rest and recharge -- flexible time off policy as long as you can get your job done and make arrangements with your manager to cover you if needed