Director, Client Support

Onbe, a fast-growing Fin Tech, bringing innovation to a rapidly growing global marketplace, stands for "on behalf." Because that's exactly how we work: on behalf of our clients, as their comprehensive payments partner. We transform the way payments are imagined - as an opportunity for innovation, a source of insight to customers, and a way to connect with partners around the globe!

Summary:

The Director, Client Support leads a group of people leaders responsible for the Client Support organization, including Client Service Managers and their Client Support Specialist teams supporting Onbe's existing client portfolio. This leader enables high performance by equipping teams with the tools, resources, training, and coaching required to succeed. The Director drives operational excellence by identifying opportunities for automation, establishing scalable operating rhythms, and bringing consistency and rigor to Client Support operations.

Ultimately, the Director is accountable for delivering exceptional service and outcomes by ensuring the overall health, satisfaction, and success of the clients supported by the organization.

This role is hybrid that will work onsite 2 days per week at one of our locations:
Chicago, Philadelphia or Dallas metro areas. Occasional travel may be required as part of this role.

Responsibilities:

* Provides inspirational leadership and development to a team of Client Support people leaders (Managers) and their Specialist teams.

* Defines and communicates the strategic vision, priorities, and operating model supporting the Client Support function in alignment with company objectives.

* Partners closely with senior leaders to implement and achieve company and department initiatives.

* Maintains executive oversight of a portfolio of strategic accounts, engaging as an executive sponsor and ensuring effective coordination across supporting teams.

* Establishes and facilitates regular leadership meetings and ensures effective, consistent communication cascades throughout the extended customer support function.

* Coaches and mentors Managers on all core proficiencies required to lead high-performing teams that serve clients as trusted and reliable partners.

* Ensures that tactical duties across the organization (research, analysis, and day-to-day requests) are completed accurately, efficiently, and in line with established SLAs and quality standards.

* Acts as a senior point of escalation for clients and internal partners when complex issues arise and drives durable, root-cause solutions.

* Owns Client Support performance metrics and benchmarks, including healthy CSAT, NPS scores, and performance KPIs, and develops action plans to address any negative trends.

* Partners with Account Executives and other commercial leaders to ensure client happiness, retention, and growth, including support for account planning on AE-owned accounts.

* Oversees the organization's participation in and delivery of Client Business Reviews (CBRs) for supported accounts and participates in Strategic Account meetings and reviews when warranted.

* Participates in and influences cross-functional and product meetings to maintain an intimate understanding of critical initiatives that impact clients' business and to find opportunities to enhance support.

* Identifies gaps and areas across the Client Support organization that require improved processes, rigor, and operational rhythms, and leads initiatives to address them.

* Establishes measurable key performance indicators and team/individual goals that align with Onbe's strategic priorities and monitors performance on a monthly and quarterly basis.

* Prepares and delivers regular reporting and insights on departmental performance, risks, and opportunities to senior leadership.

* Leads talent management for the Client Support organization, including hiring, succession planning, career pathing, and ongoing development for people leaders.

* Conducts 1:1 development meetings with team members and coordinates a culture of continuous feedback and mentoring throughout the organization.

* Owns the performance review process for direct reports and ensures consistency and fairness in performance management across the Client Support team.

* Provides timely, clear, and impactful business communications to interested parties inside and outside of the Client Support and account management organizations.

Qualifications:

* Bachelor's degree or equivalent experience preferred.

* 8-10 years proven experience in client support, customer success, or related client-facing functions, including 3-5 years leading leaders and managing multi-layered teams.

* Proven track record of building and leading high-performing client support or service organizations in a fast-paced environment.

* Demonstrated experience using data and critical metrics (e.g., CSAT, NPS, retention, SLA adherence) to drive decisions and continuous improvement.

* Excellent communication, executive presence, and relationship-building skills, with the…