Director of Customer Experience

Job Description

Job Description

We are changing FINANCE to finance CHANGE!

At Climate First Bank , we're redefining what banking can be. As a Florida Benefit Corporation and FDIC-insured commercial bank, we offer a full suite of personal and business services—including solar, residential, commercial, ESOP Banking, Structured Finance and SBA loans—all designed to power a better future. We're proud to be a Certified B Corporation, a member of 1% for the Planet, and part of the Global Alliance for Banking on Values (GABV), reflecting our deep commitment to sustainability, transparency, and ethical banking.

With branches in St. Petersburg, Winter Park, Mount Dora , and a growing digital presence , we're proving that banking can be a force for good. We don't just support environmental and social causes—we're built on them.

Under our Holding Company, Climate First Bancorp , we are also powered by OneEthos. OneEthos operates at the intersection of fintech and traditional banking to expand access to inclusive, values-driven financial services. Regulated by the Federal Reserve Bank, it equips Community Banks, Credit Unions, CDFIs, and Green Banks with ethical lending tools—especially in climate finance and solar lending.

We're seeking driven, mission-aligned individuals ready to make an impact. If you're passionate about sustainability, thrive in a fast-paced, results driven environment, and want to be part of something bigger, you will feel right at home.

Our team is one of goal-setters, go-getters, problem solvers, thought leaders, and changemakers . We celebrate wins, tackle challenges head-on, and push boundaries. Fueled by purpose, we thrive where perseverance and passion turn ambitious goals into reality.

At Climate First Bank, we're investing in your future. We offer a comprehensive, people-first benefits package that supports your health, finances, and work-life balance.

Compensation — In addition to the base salary, this position may be eligible for an annual bonus, incentives and equity. Actual compensation is based on industry salary ranges, internal salary structures, experience, skills and other job-related factors.

Health Coverage — 100% employer-paid for employees; employer contribution for dependents by Us

• Medical, Dental & Vision Insurance
• Health Savings Account (HSA)
• Free Telemedicine access via Teladoc

Financial Wellness & Wealth Building

• 401(k) with 6% Employer Match — No Vesting Period.
• Employee Stock Options
• Exclusive Employee Banking Perks
• 0% Financing for Employee Solar Loans
• Employee Only Mortgage Product with exclusive interest rates and terms.
• 0% Financing for Eligible Electric Vehicles (EVs)
• Referral Incentives

Generous Paid Time Off

• 2–4 Weeks of Vacation based on officer level plus additional tenure-based time.
• 64 Hours of Paid Sick Time for all full-time employees.

Protection & Peace of Mind

• Company-Paid Life Insurance
• Short- & Long-Term Disability Insurance
• Voluntary Life, Accident & Critical Illness Coverage
• Employee Assistance Program (EAP) with free counseling, legal, and financial services.

Now Hiring: Director of Customer Experience

We're seeking an SVP, Director of Customer Experience to lead the design, buildout, and leadership of a fully remote customer support department developed from the ground up. You'll own customer support strategy, infrastructure, staffing, technology, performance management, and experience outcomes across all support channels.

You'll create a scalable, compliant, and high-performing remote-first call center that delivers consistent and exceptional customer experiences while supporting company growth, brand values, and operational efficiency.

What You'll Contribute:

Strategic Leadership & Vision

• Design & execute enterprise-wide customer support strategies aligned with organizational growth, service standards, & customer experience objectives.
• Build remote call center structures, staffing models, operating hours, & escalation frameworks.
• Own customer support function & provide regular insights & performance reporting to executive team & Board as needed.

Call Center Buildout & Operations

• Establish core operational components.
• Define & implement standard operating procedures for all interaction scenarios.
• Ensure seamless handoffs between customer support & other departments.
• Set up & optimize call center & customer engagement technology.
• Partner with internal teams to ensure secure remote work environments, business continuity & disaster recovery readiness, reliability & scalability.

Hiring, Training & Team Development

• Lead recruitment, onboarding, & development of all customer experience staff & leaders.
• Build a performance-driven, customer-centric remote culture with clear expectations, accountability, coaching, leadership development, & succession planning.
• Design comprehensive onboarding programs, ongoing education, & leadership development pathways.

Performance Management & Metrics

• Define & manage key performance indicators and service-level targets.
• Use data & analytics to optimize performance, staffing models, workflows & customer experience.
• Lead regular performance reviews, coaching, & corrective action processes.
• Champion the voice of the customer across the organization.

Risk, Compliance, & Governance

• Ensure customer support operations adhere to all applicable regulatory, legal, & compliance requirements.
• Partner with internal teams to support examinations, audits, issue remediation & documentation standards.
• Implement strong controls around customer communications, data privacy, recordkeeping, & complaint management.

Champion Our Mission, Protect What Matters

• Adopt a commitment to environmental, social, economic, and racial justice.
• Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training.
• Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations.
• Question suspicious activity and collaborate closely with the respective department(s) to help prevent fraudulent activity.

What Makes a Stand-Out Candidate:

Experience & Education

• Bachelor's degree required; advanced degree preferred.
• 10+ years of progressive customer support or call center leadership experience, including senior-level responsibility.
• Experience in regulated or service-intensive industries such as financial services, healthcare, utilities preferred.

Entrepreneurial Self-Starter - take ownership of your work, consistently deliver measurable results, and efficiently solve problems. You have proven success building and scaling customer support or call center operations, ideally in remote or distributed environments, and thrive in fast-paced, high-performance cultures.

Organization & Efficiency- You manage time effectively, stay focused under pressure, and balance strong systems with flexibility. You remain highly organized, detail-oriented, and consistent in execution.

Master Communicator- You communicate with clarity, confidence, and professionalism, listen actively, and engage stakeholders at all levels. You have demonstrated success leading large, remote teams and developing high-performing leaders.

Banking & Fintech Acumen - You bring strong knowledge of financial products, regulations, and applicable laws, along with solid strategic, operational, and business acumen and the ability to interpret financial and legal documents.

Tech-Forward and Analytical Thinking - You have experience with contact center technology, CRM platforms, and performance analytics. You adapt quickly to new tools, embrace innovation, and use data to optimize outcomes.

Commitment to Being a Team Player - You collaborate openly, share ideas, contribute positively, and reliably support team and organizational success.

The Work Environment:

• Remote role within the United States; Eastern Standard Hours.
• Occasional U.S. travel for company events or leadership sessions.
• Tobacco-Free employer. All employees must affirm to be non-smokers or affirm commitment to cessation within 90-days of offer acceptance.
• Sustained standing and sitting, frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor, occasional lifting up to 20 lbs.

Equal Opportunity Statement:At Climate First Bank we truly believe that our people are our strength and the diverse talents they bring to our workforce are directly linked to our success. Diversity and inclusion are at the core of our values and mission. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.Equal Opportunity Employer/Disability/VeteransE -Verify Statement: This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9