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Customer Support Director

2 months ago

Brentwood, Tennessee, United States VACO Full time

Customer Support Director Job Description

**Job Summary**

We are seeking a seasoned Customer Support Director to lead our customer support capabilities. As a leading partner bank for embedded banking, we require a leader to design, build, staff, and lead the customer support infrastructure to serve our direct customers, program partners, and merchant clients.

**Key Responsibilities**

* Assess customer support needs by product and platform to propose a 18-24 month road map for technology and staffing needs
* Lead the implementation of solutions with support from the PMO
* Partner with HR/Recruiting to staff approved roles in line with budgeted timing
* Oversee the optimization of existing telephony and initial Salesforce tools

**Requirements**

* 10 years of customer support/contact center leadership experience, ideally in financial services or other regulated industry
* Proven track record of success at scaling an omni-channel customer support function
* Significant experience with Salesforce solutions and best of breed contact center, telephony, live chat, and case management solutions

**What We Offer**

* Competitive salary and bonus structure
* Strong benefit package
* Onsite with flexibility to work remote as needed

**About Us**

Vaco is a leading partner bank for embedded banking. We are committed to delivering exceptional service to our customers and partners.