Director of Customer Experience

Benefits

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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. Join the Movement 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. Thrive at Climate First Bank 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

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