Job Details

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, with a growing physical and nationwide digital presence, we offera full suite of personal and business services designed to prove that banking can be a force for good. 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.

Under our Holding Company, Climate First Bancorp, we are also powered by OneEthos. Operating at the intersection of fintech and traditional banking, and regulated by the Federal Reserve Bank, it expands access to inclusive, values-driven financialservices and 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, result 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 turn ambitious goals into reality.

Thrive at Climate First Bank

At Climate First Bank we offer a comprehensive, people-first compensation and benefits package that supports your health, finances, and work-life balance, including but not limited to:

• 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 standards, internal salary structures, experience, and other job-related factors.
• Medical, Dental and Vision Coverage — 100% Employer paid for the employee, contribution towards dependents
• Company-paid life insurance, disability insurance and an Employee Assistance Program (EAP) with free counseling, legal, and financial services.
• 401(k) with 6% Employer Match — No vesting period
• Employee Stock Options and Grants
• Employee Only Mortgage Product — Access to exclusive below market interest rates
• 0% Financing for Employee Solar and eligible Electric and Hybrid Vehicles (EVs)
• Paid Time Off— A minimum of 2 weeks of vacation plus paid sick time for eligible employees

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.

The Hiring Process:

Applications must be submitted through the official application link. Resumes sent via other channels may be delayed or bypassed. Processing times may vary. Candidates selected to move forward will be contacted by the hiring team.

Our process follows the Topgrading Methodology — we hire A-Players through a structured, transparent process that includes:

• Cognitive and personality assessments
• An application form spanning your full education and work history
• 3 conversation stages with key team members- get to know us!
• Credit and background checks conducted before the final interview
• Final Step: Connect us with former mentors and managers of our choice for reference chats.

We do not offer visa sponsorship and will not pursue candidates without valid work authorization.

Equal Opportunity Statement: We believe that the diverse backgrounds of our employees 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/Veterans

E-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.