A growing financial services firm is hiring a Customer Experience Lead to build and run a newly created customer service function. This is a ground-floor opportunity to shape processes, implement technology, and drive a high-quality client experience across both organic growth and account integrations.
Key Responsibilities
Design and lead a formal case management program using Salesforce Service Cloud
Oversee handling, escalation, and resolution of client inquiries and operational issues
Build workflows for intake, routing, tracking, and reporting
Support CRM implementation and AI/chatbot initiatives to improve service efficiency
Act as the central coordination point between Business, Operations, Compliance, and IT
Develop reporting on case metrics, service trends, and operational performance
Qualifications
Bachelor's degree in Business, Finance, Information Systems, Operations, or related field
5+ years in banking operations, customer experience, case management, or related roles
Experience with Salesforce Service Cloud, CRM platforms, or workflow automation tools
Strong communication, analytical, and organizational skills
Background in financial services and experience supporting operational transitions or integrations is a plus
Bilingual Spanish and English is a must
Customer Experience Lead (Miami)
Ascendo Resources · Miami, FL, USA ·
- Job type:
- Full Time