Director of Client Services - Remote

Overview

MoCaFi is looking to hire an experienced Director of Client Services to lead and oversee the operations within the customer support department, acting as a critical bridge between internal teams and external vendors in support of our Federal payments contract.

In Short

• Lead and oversee customer support operations.
• Manage vendor relationships and performance.
• Establish and scale contact centers.
• Set priorities based on department strategies.
• Execute key performance metrics (KPIs).
• Guide professional development of direct reports.
• Implement strategies to improve customer service processes.
• Resolve major customer service issues.
• Collaborate with other departments for unified customer service.
• Regularly report on department performance.

Requirements

• U.S. citizenship or Lawful Permanent Resident required.
• Bachelor's degree in Business Administration or related field preferred.
• 7+ years in customer support, with 3 years in leadership.
• Experience in financial services or banking preferred.
• Strong understanding of customer service processes.
• Exceptional communication and interpersonal skills.
• Proven ability to set up contact centers.
• Experience in a fast-paced, tech-driven environment preferred.

Benefits

• Empowering workplace valuing initiative and critical thinking.
• Work on achieving financial inclusion mission.
• Supportive and inclusive culture.
• Flexible time off policy.