Job Description

Role Purpose

The Senior Director, Strategic Care is responsible for the end-to-end servicing and experience of our most valuable B2B clients — merchants and partners — across all products, regions, and time zones.

This leader will build and lead the Strategic Care organization, ensuring that high-value clients receive differentiated, white-glove service, proactive issue ownership, and exceptional responsiveness, aligned with Paysafe’s Customer Service Vision.

The Senior Director will act as the executive voice of our top-tier clients, ensuring their needs are heard, their issues are resolved, and their loyalty is strengthened — while driving continuous improvement, efficiency, and growth across the business.

Key Responsibilities

1. Leadership & Strategy

• Define and execute the Strategic Care vision and operating model for high-value B2B customers (merchants, partners, and strategic accounts).
• Develop and maintain differentiated SLAs, escalation models, and engagement protocols tailored to client value and complexity.
• Build and lead a global Strategic Care organization, ensuring consistent quality and coverage across all time zones and product lines.
• Translate the Customer Service Vision into an actionable high-value client servicing roadmap — balancing excellence with efficiency.

2. Operational Excellence

• Oversee day-to-day service operations for high-value clients, ensuring rapid response, accountability, and end-to-end issue resolution.
• Embed 360° ownership principles — every case has a clear owner, and no issue falls through the cracks.
• Monitor performance against differentiated KPIs and SLAs (rSAT, FCR, resolution time, retention).
• Champion automation and AI capabilities to improve efficiency while preserving a human-led, premium experience.

3. Client Engagement

• Serve as an executive escalation point for major clients — not hesitating to personally connect with large partners when needed to maintain trust and resolve complex issues.
• Partner closely with Sales, Account Management, and Customer Success to ensure service excellence directly supports revenue growth and retention.
• Develop structured client feedback loops and use insights to drive product, policy, and process improvements across the organization.

4. Cross-Functional Collaboration

• Act as a bridge between Customer Service, Sales, Product, Engineering, and Operations to remove friction, enhance resolution speed, and improve customer experience.
• Represent high-value clients in internal governance forums, influencing product roadmaps and policy design.
• Ensure voice-of-customer insights from Strategic Care inform continuous improvement across the enterprise.

5. Transformation & Growth

• Drive a culture of continuous improvement and accountability within the Strategic Care team.
• Identify opportunities for business growth through service differentiation — using the organization’s proximity to key clients to uncover retention and upsell potential.
• Lead initiatives to bring high-value servicing in-house while maintaining cost efficiency through automation and smart routing.
• Build Strategic Care into a competitive differentiator and a trusted partner to the business.

Leadership Profile

Competency

Strategic Vision

Can translate customer strategy into a scalable, global service model.

Customer Obsession

Naturally leans into client relationships, understands the stakes, and protects trust.

Executive Presence

Comfortable engaging directly with C-level clients and internal leadership.

Operational Mastery

Deep experience in service delivery, escalation management, and process improvement.

Influence & Collaboration

Works cross-functionally to remove barriers and align priorities.

Change Leadership

Drives transformation through data, empathy, and clarity of direction.

Growth Mindset

Sees service excellence as a path to commercial value and brand differentiation.

Qualifications & Experience

• 12+ years of experience in Customer Service, Account Management, or Operations, with at least 5 years in a global or regional leadership role.
• Proven success leading high-value or strategic account servicing organizations, preferably in payments, B2B technology, SaaS, or platform industries.
• Demonstrated ability to build and scale global teams across time zones.
• Strong record of executive client interaction and cross-functional influence.
• Experience in service transformation, automation, and AI-enablement a strong plus.
• Exceptional communication, negotiation, and stakeholder management skills.