Customer Support Director

2 days ago


Brentwood, Tennessee, United States VACO Full time
Job Summary

The Director of Customer Support will lead the development of a comprehensive customer support strategy to deliver exceptional service to our diverse customer base. This includes designing, building, and staffing the customer support capabilities to meet the evolving needs of our customers.

Key Responsibilities:

  • Assess customer support needs and propose a 18-24 month road map for technology and staffing requirements
  • Lead the implementation of solutions to optimize existing telephony and Salesforce tools
  • Partner with business and product leaders to ensure service support aligns with their needs
  • Oversee the staffing of approved roles and coordinate with HR/Recruiting

Requirements:

  • 10 years of customer support/contact center leadership experience, ideally in financial services or a 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

About Vaco:

Vaco is a leading partner bank for embedded banking across deposit, payment, and credit products. We are seeking a leader to develop the support infrastructure to serve our direct customers, program partners, and merchant clients.



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