Director of Customer Service

The company operates in the mortgage technology industry. The Director, Client Support will own the post-implementation client experience by leading production support, escalations, service delivery, incident response, and support organization development while partnering with Product, Engineering, and Account Management.

Responsibilities:

• Full client support strategy across Tier 1–3 teams
• SLA performance, KPIs, and service quality standards
• Executive-level escalation management for critical client issues
• Incident response and crisis coordination during production events
• Feedback loops between clients and Product/Engineering teams
• Support org build-out — process, governance, and scalability
• Team leadership across managers, pod leads, and support professionals

Requirements:

• 12+ years in customer support, technical support, or client success leadership
• 7+ years leading large support organizations
• Proven Tier 1–3 team management experience
• Experience with enterprise software platforms
• Track record managing executive-level escalations
• Strong analytical and stakeholder communication skills
• Mortgage technology experience
• Fintech, banking tech, or enterprise SaaS background
• Familiarity with incident management & service operations frameworks