Director of Customer Success

About Jiko

Jiko is a fully-modernized banking platform that’s a bank and broker-dealer, founded and led by Wall Street veterans, quants and technologists on a mission to redefine banking. Jiko built and operates its entire tech stack: banking transactions, brokerage core positional ledgers, trading and risk management infrastructure, payment rails, and rigorous compliance and operational processes. Jiko is in growth mode and looking for persevering individuals to bring quality and simplicity to all areas of the organization.

Position Overview

Jiko is seeking a Director of Customer Success to lead and scale our customer support function. This individual will be responsible for developing and executing a comprehensive strategy to enhance the customer experience, establish new communication channels, and implement key metrics to measure and improve customer experience and effectiveness.

This is a critical leadership role that requires strategic thinking, operational excellence, and a customer-first mindset. The ideal candidate will have a strong background in customer support, experience design and measurement for financial services, experience working with compliance and product teams, and the ability to build and scale customer-facing operations.

We are looking for a passionate, customer-focused leader who thrives in a fast-paced environment and is excited to contribute to the growth of Jiko. The ideal candidate will be collaborative, data-driven, and capable of driving continuous improvement in the customer support experience.

What you will be doing:

Key Duties:

Strategic Leadership

• Develop and execute a plan to implement new communication channels dedicated to supporting clients and partners.
• Define and drive KPIs for the support team to measure and improve customer satisfaction, resolution time, and overall experience.
• Implement and manage methods for collecting NPS and customer satisfaction data to drive actionable insights.
• Produce quarterly reporting for Jiko’s Customer Support function, providing insights to executive leadership.

Customer Experience & Operational Excellence

• Build out processes and SLAs for production support of clients and partners using the following systems: Zendesk, Qualtrics.
• Lead the launch and management of Partner Support, defining the onboarding and management processes for direct and partnership clients.
• Partner with compliance on KYC and KYB processes to create a seamless onboarding experience for direct clients and partners.
• Manage Corporate onboarding communications and data submission for review.

Team Leadership & Collaboration

• Lead and develop a high-performing customer support team with a focus on operational excellence and customer satisfaction.
• Perform regular reviews with direct reports to drive professional development and performance improvement.
• Work closely with Product, Operations, and Compliance teams to maintain a customer-first approach when developing new features and services.
• Act as a voice of the customer, representing client needs to internal teams.

What experience you should have:

Qualifications:

• Series 7 preferred not required
• 7+ years of experience in customer-facing operations, with a focus on financial services and corporate clients.
• 3+ years of experience leading and scaling customer support teams, preferably at the director level.
• Experience defining and driving KPIs for customer support and customer satisfaction.
• Proven track record in developing and implementing customer support strategies and operational processes.
• Experience working with compliance teams in a bank or broker-dealer environment.
• Strong project management skills from ideation to production.
• Experience managing BPO and vendor relationships.
• Familiarity with bank and brokerage compliance standards; SIE exam preferred.
• Ability to present customer insights and operational performance to executive leadership.
  
• If you are located within commuting distance of the San Francisco office, you would follow the company’s hybrid schedule (2 days in the office).
• Compensation offered will depend on several factors including but not limited to: geographic location, work experience, education, skill level, and/or other business and organizational needs.

Additional Information

Jiko is working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Jiko is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently and fairly. We provide an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.