Director of Client Services

Tapestry Community Capital; Canada; Remote; CAD 90,000 - 115,000; Full time

Job summary

A leading impact investing organization is seeking a Director of Client Services to guide the Client Campaigns team. This strategic role requires expertise in scalable client services, strong leadership, and financial oversight for community bond issuers. The position allows for remote work with occasional travel and offers a competitive salary between $90,000 and $115,000. Join a passionate team committed to social impact.

Benefits

Competitive salary

Flexible work environment

Generous time off

Comprehensive health coverage

RRSP matching plan

Technology support

Professional growth opportunities

Qualifications

• Proven experience leading client services in a mission-driven environment.
• Strong project management skills with a history of team leadership.
• Financial acumen to create and manage budgets.
• Experience with client-facing technologies is a plus.
• Client-centered approach balancing service with scalable models.

Responsibilities

• Lead Client Campaigns team ensuring exceptional services.
• Drive organizational change for scalable client services.
• Develop and manage departmental budget effectively.
• Collaborate with leadership for strategic alignment.
• Build trusted relationships with clients for long-term engagement.

Skills

Client-focused leadership

Change management

Project management

Cross-functional collaboration

Financial acumen

Job description

Overview

Position: Director of Client Services

Organization: Tapestry Community Capital

Location: Ontario/Remote. Occasional travel within and beyond Ontario will be required.

• Apply by: October 24, 2025
• Start Date: January 5, 2026
• Salary: $90-$115K, commensurate with experience
• Job Type: Full- time permanent

About Tapestry

At Tapestry Community Capital, we’re democratizing how communities invest in their future. As a leading impact investing not-for-profit organization, we support other community organizations through the process of raising community bonds – an innovative financing tool used to fund socially and environmentally beneficial projects.

Tapestry’s clients have successfully raised over $130 million in community investment from thousands of retail and institutional investors. Our innovative approach supports community organizations with expert guidance, a custom-built investment platform, and a deep passion for social change. We support organizations by structuring their investment offerings, advising on fundraising, and provide a technology platform for investment administration.

Tapestry has grown quickly with the energy and spirit of a start-up, driven by a bold vision for the future. To sustain this momentum, we are looking for a strategic, business-minded, and innovative leader to join our senior team.

About the Role

The Director of Client Services will provide leadership to our Client Campaigns team, ensuring that Tapestry delivers exceptional, scalable, and sustainable services to a growing base of community bond issuers. This role oversees the Campaigns Team and leads our work in helping issuer clients design and launch campaigns to raise capital through the issuance of community bonds.

As part of the senior leadership team, the Director will work closely with the Co-Executive Directors and the Director of Growth & Partnerships to set organizational strategy, track progress against KPIs, and ensure long-term financial sustainability. The Director may also occasionally present to the Board to share updates on client services and organizational performance. They will also partner with Business Development to ensure appropriate issuer client intake, pricing model fit, and time management for the team—making them a critical player in client retention and overall organizational success.

During the first three months, the Director is expected to take part in day-to-day operations and client-facing work to gain a strong understanding of the Campaigns team’s activities and processes. After this onboarding period, the focus will shift toward strategic leadership—guiding the team at a higher level while stepping back from direct involvement in individual campaigns.

This is both a strategic and outward-facing role: the Director will serve as a key representative of Tapestry to issuer clients, building trusted relationships that ensure long-term engagement while driving internal innovations to make our services more efficient and scalable.

Key Responsibilities

Strategic Leadership & Change Management

• Drive organizational change to make client services more efficient, scalable, and sustainable.
• Lead the design and rollout of new service models, including online learning, cohort-based delivery, and improved client-facing tools.
• Modernize processes while maintaining Tapestry’s commitment to strong client relationships.
• Collaborate with the leadership team to shape strategy, set organizational priorities, and ensure financial sustainability.
• Lead, mentor, and support managers and team members, fostering accountability and independence with a focus on empathy
• Build a culture of trust, collaboration, and continuous improvement.
• Encourage staff autonomy while setting clear expectations and shared goals.
• Ensure consistently high-quality client experiences across all programs and services.
• Serve as a face of Tapestry to clients, strengthening long-term relationships and ensuring retention.
• Partner with Business Development to assess new opportunities, ensuring alignment with team capacity, pricing models, and organizational goals.
• Introduce systems to gather, measure, and act on client feedback.
• Serve as a trusted steward and escalation point for key client issues, focusing on resolution rather than day-to-day management.

Operational Oversight

• Oversee the Client Services Team to deliver services to community bond issuing clients to support and ensure efficient, accurate, and compliant services.
• Develop systems to monitor client services delivered compared to agreements and track accuracy of service forecasts, manage scope change requests and deliver exemplary services to issuer clients throughout their life cycle with Tapestry.
• Develop and manage the departmental budget and provide regular reporting to the senior leadership team.
• Monitor progress toward organizational KPIs.
• Ensure adoption and consistent use of improved tools, systems, and processes across internal teams and client-facing services.

Skills & Experience

• Proven experience leading client services, operations, or campaigns (in a mission-driven or financial services environment would be a plus).
• Strong change management and project management skills; ability to successfully lead teams through transition and growth.
• Demonstrated success building scalable systems and processes.
• Financial acumen: ability to create, manage, and track budgets in alignment with organizational goals. Experience owning and managing a team P&L.
• Strong cross-functional collaboration skills; able to work effectively with executive peers and across departments.
• Experience with client-facing technologies, digital learning, or service delivery innovation is a plus.
• Experience in the exempt market/securities/social finance a nice-to-have, willing to cover professional development for the right candidate.

Personal Attributes

• We are looking for a strong leader that is strategic and business-minded.
• Change-oriented, innovative, and open to trying new approaches.
• Empowers teams by trusting them with independence and accountability.
• Client-centered but understands the need to balance high-touch service with scalable models.

Compensation and Benefits

• Competitive Annual Salary: $90,000 - $115,000, based on experience.
• Flexible Work Environment: Enjoy a remote-first approach with the option to work from home, our Toronto head office, or a paid membership to a co-working space in your community.
• Generous Time Off: Four weeks of paid vacation, plus an additional two-week winter holiday office closure. Plus, half-day Fridays during July and August and your birthday as an extra paid holiday. Ten paid health days as well as two paid community days of volunteering to contribute to your community and/or Tapestry’s.
• Comprehensive Health Coverage: Extended health benefits including paramedical, dental, and vision care.
• Financial Perks: RRSP matching plan, and reimbursements for 50% of home internet and 80% of cell phone expenses.
• Technology Support: A new laptop.
• Professional Growth: Participate in shaping the growth of a unique, impactful organization, and receive support for continuous learning and career development which includes three days of professional development annually.

In your cover letter, describe your team, client and account management experience, how you owned the P&L of your department, and any experience in a growing and scaling organization, as well as how you would be a successful Director of Client Services.

Should you require special accommodations due to a different set of abilities, please contact us at [e-mail].

Tentative Selection Timeline

• First round interviews: weeks of November 3-12
• Second round interviews: week of November 24-28
• Offer sent out: week of December 5
• Start date: January 5
• *Candidates who are selected for an interview will be paid a stipend of $75 for each interview they participate in and an additional amount for completing the assignment in the second-round interview.

Commitment to Justice, Equity, Diversity, Inclusion & Belonging

We are committed to the values of justice, equity, diversity, inclusion and belonging and as such we are strategically committed to being an equal opportunity employer, evaluating all applications without discrimination or bias. We value and welcome applications from diverse experiences. We encourage you to apply even if you do not meet all the above-mentioned requirements.

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