Address
Form of workWho WeAre
We believe the future of banking is digital, connected, contextual, and customer-first.
We dreamed of a better way of banking for business and their busy owners, so we built Thread Bank. Our digital-first solutions combine the best-in-class technology with a streamlined customer experience to reduce the time, effort, and mental energy required to do everyday business and personal banking.
Next, we created an easy-to-implement, easy to sell, embedded banking solution. It empowers business technology platforms to offer the same simplified, secure, small business banking experience we offer to our customers. These partners use our embedded banking to diversify and strengthen relationships with their customers, who in turn experience digital banking provided by people they trust.
And we didn't stop there.
We are continually innovating and investing in building our financial ecosystem. Through meticulously selected partnerships, we utilize our technology platform and charter to empower other banks, credit unions, and FinTechs to integrate fully compliant financial solutions into their customer experience without the hassle of building them.
Connected, together, we thrive.
Thread Bank is a fast-growing financial technology enabled community bank. We are the bridge between community banking and best-in-class financial technology. Our mission is to provide individuals and businesses the value of a community bank delivered to customers where they are with intuitive technology.
Our culture reflects the innovation and growth of a fintech coupled with the stability of a bank. We are family friendly. We collaborate across functionally to deliver results. We work hard with flexibility and individual autonomy. We provide excellent benefits including health insurance and 401k with company match.
What We Are Looking For
We are looking for people who thrive in a fast-paced, growth environment while remaining within regulatory boundaries. Thread Bank provides a unique opportunity to be a part of a high growth, cutting edge, fintech startup within the stable and profitable banking industry. This is an excellent opportunity for a professional looking to advance their career as the company grows.
Job Summary
The SVP, Director of Customer Support will design, build, staff, and lead the Customer Support capabilities for Thread Bank. As Thread Bank has evolved from a small traditional community bank in East Tennessee to a leading partner bank for embedded banking across deposit, payment (including merchant acquiring), and credit products, we are seeking a leader to develop the support infrastructure to serve our direct customers, program partners and their customers, as well as merchant clients of our card acquiring business. Support needs will range from optimizing self-help FAQs and Salesforce articles addressing UI navigation questions, to inbound customer questions about products and services, transactions, account maintenance, merchant settlements, disputes and fraud, and complaints. The SVP, Director of Customer Support will lead the assessment of technology and staffing needs to efficiently scale Thread Bank's capacity to deliver exceptional service to our diverse set of Customers, build and socialize a support road map for executive leadership and board approval, and lead and manage the execution of the plan over the next 18-24 months to a fully operational production environment.
Essential Duties and Responsibilities
Location
Thread Bank has a strong in-the-office presence at our Brentwood and Rogersville, Tennessee locations and a lively collaborative office culture. Employees who live within commuting distance of an office are encouraged to regularly work from the office. Thread also offers flexibility for hybrid and fully remote work arrangements to very strong candidates who live beyond commuting distance to one of our primary locations. We make a concerted effort to have remote and hybrid team members feel part of the team to sustain our unique and positive culture and expect them to go the extra mile to be fully present and engaged when working remotely such that we hardly notice they are not in the office.
Compensation
Thread Bank offers a competitive compensation package including base salary and annual incentive bonus commensurate with the role. This position is eligible for annual equity incentive grants. Compensation depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, and location of the applicant. Thread Bank offers a comprehensive package of medical, dental, and vision benefits with a company-funded HSA account, tele-doc benefits, short and long term disability benefits, life insurance, as well as a 401-K plan with a generous company match.
Requirements
Employee must be able to perform essential functions of the position and, if requested, Thread Bank will make reasonable accommodations to enable employees with disabilities to perform the essential functions of their job, absent undue hardship, in accordance with the ADA.
Thread Bank is an Equal Opportunity Employer. Thread Bank does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
By submitting your application, you give Thread Bank permission to email, call, or text you using the contact details provided. We will only contact you with job related information.
We believe the future of banking is digital, connected, contextual, and customer-first.
We dreamed of a better way of banking for business and their busy owners, so we built Thread Bank. Our digital-first solutions combine the best-in-class technology with a streamlined customer experience to reduce the time, effort, and mental energy required to do everyday business and personal banking.
Next, we created an easy-to-implement, easy to sell, embedded banking solution. It empowers business technology platforms to offer the same simplified, secure, small business banking experience we offer to our customers. These partners use our embedded banking to diversify and strengthen relationships with their customers, who in turn experience digital banking provided by people they trust.
And we didn't stop there.
We are continually innovating and investing in building our financial ecosystem. Through meticulously selected partnerships, we utilize our technology platform and charter to empower other banks, credit unions, and FinTechs to integrate fully compliant financial solutions into their customer experience without the hassle of building them.
Connected, together, we thrive.
Thread Bank is a fast-growing financial technology enabled community bank. We are the bridge between community banking and best-in-class financial technology. Our mission is to provide individuals and businesses the value of a community bank delivered to customers where they are with intuitive technology.
Our culture reflects the innovation and growth of a fintech coupled with the stability of a bank. We are family friendly. We collaborate across functionally to deliver results. We work hard with flexibility and individual autonomy. We provide excellent benefits including health insurance and 401k with company match.
What We Are Looking For
We are looking for people who thrive in a fast-paced, growth environment while remaining within regulatory boundaries. Thread Bank provides a unique opportunity to be a part of a high growth, cutting edge, fintech startup within the stable and profitable banking industry. This is an excellent opportunity for a professional looking to advance their career as the company grows.
Job Summary
The SVP, Director of Customer Support will design, build, staff, and lead the Customer Support capabilities for Thread Bank. As Thread Bank has evolved from a small traditional community bank in East Tennessee to a leading partner bank for embedded banking across deposit, payment (including merchant acquiring), and credit products, we are seeking a leader to develop the support infrastructure to serve our direct customers, program partners and their customers, as well as merchant clients of our card acquiring business. Support needs will range from optimizing self-help FAQs and Salesforce articles addressing UI navigation questions, to inbound customer questions about products and services, transactions, account maintenance, merchant settlements, disputes and fraud, and complaints. The SVP, Director of Customer Support will lead the assessment of technology and staffing needs to efficiently scale Thread Bank's capacity to deliver exceptional service to our diverse set of Customers, build and socialize a support road map for executive leadership and board approval, and lead and manage the execution of the plan over the next 18-24 months to a fully operational production environment.
Essential Duties and Responsibilities
- Assume leadership of current non-branch Customer Support functions and begin optimizing existing telephony and initial Salesforce tools
- Perform an assessment of Thread's Customer Support needs by product and platform in the first 60 days
- Propose and socialize an 18 to 24-month road map for the technology and staffing needs to efficiently scale Customer Support in line with budgeted volume forecasts for customer and account growth by product and platform
- Secure executive leadership and Board support for both strategy and resources
- Coordinate with Third Party Risk Management/Vendor Management to source any new service providers as needed
- Oversee implementation of solutions with support from the PMO
- Partner with HR/Recruiting to staff approved roles in line with budgeted timing
- Partner with Compliance, BSA, Financial Crimes, Information Security and other risk functions to ensure the Customer Support function incorporates all regulatory compliance and risk control requirements
- Implement production metrics for volumes, nature of contacts, SLAs, etc. as the Customer Support function scales
Location
Thread Bank has a strong in-the-office presence at our Brentwood and Rogersville, Tennessee locations and a lively collaborative office culture. Employees who live within commuting distance of an office are encouraged to regularly work from the office. Thread also offers flexibility for hybrid and fully remote work arrangements to very strong candidates who live beyond commuting distance to one of our primary locations. We make a concerted effort to have remote and hybrid team members feel part of the team to sustain our unique and positive culture and expect them to go the extra mile to be fully present and engaged when working remotely such that we hardly notice they are not in the office.
Compensation
Thread Bank offers a competitive compensation package including base salary and annual incentive bonus commensurate with the role. This position is eligible for annual equity incentive grants. Compensation depends on a variety of factors, including but not limited to the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, and location of the applicant. Thread Bank offers a comprehensive package of medical, dental, and vision benefits with a company-funded HSA account, tele-doc benefits, short and long term disability benefits, life insurance, as well as a 401-K plan with a generous company match.
Requirements
- 10+ years of Customer Support/contact center leadership experience, ideally in financial services or other regulated industry where strong authentication, data privacy, technology deployment and regulatory compliance factor heavily into Customer Support
- A track record of success at scaling an omni-channel Customer Support function, including technology selection, implementation, and staffing
- Significant experience with Salesforce solutions and best of breed contact center, telephony, live chat, and case management solutions that integrate with Salesforce
- Flexibility to optimize existing solutions and staff resources while building toward the target service platform
- Extensive experience with Customer Support staffing models geared established SLAs for acceptable speed of answer, handle times, response times, resolution times, etc.
- Direct experience deploying BPO resources, either as primary Customer Support or workforce enhancement and familiarity with leading service providers
- Proven people leader who can clearly articulate priorities, set expectations, ensure technical competence, inspire teams to deliver their best, and ensure accountability for results
- A track record of partnering effectively with business and product leaders to ensure service support aligns with their needs
- Strong orientation toward metrics and continuous improvement
- Effective oral and written communication, included executive-quality slides, charting, and reporting
Employee must be able to perform essential functions of the position and, if requested, Thread Bank will make reasonable accommodations to enable employees with disabilities to perform the essential functions of their job, absent undue hardship, in accordance with the ADA.
Thread Bank is an Equal Opportunity Employer. Thread Bank does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
By submitting your application, you give Thread Bank permission to email, call, or text you using the contact details provided. We will only contact you with job related information.
