Director of Client Services

Job Description

MoCaFi is looking to hire an experienced Director of Client Services to join our team! In this role, you will lead and oversee the operations within the customer support department, acting as a critical bridge between our internal teams and external vendors in support of our Federal payments contract. This role is a unique hybrid of contact center operations and vendor management, requiring experience establishing contact centers from scratch. You will be responsible for building and scaling our brick-and-mortar contact centers, ensuring they are established and executed at the service level to meet or exceed our contract requirements. This includes vendor selection, negotiation, and ongoing performance management. The Director of Client Services will manage internal customer support teams while overseeing external vendor partners' performance. This role also involves establishing and continuously improving our internal support processes and procedures, as well as those of our vendors. They play a crucial role in ensuring seamless service delivery and customer satisfaction.

This role is remote unless based in the New York City area where it’s hybrid to our Midtown office. The Director of Client Services will report to the Head of Client Services. The range for the position is $120,000-$170,000 based on experience and location. 

Job 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.
• 25% domestic travel required.

Qualifications

• 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.
• Bachelor's degree in Business Administration, Management, or a related field is preferred but not required.
• 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.
• Experience in a fast-paced, tech-driven environment is preferred.