CA$70,000 – CA$80,000SeniorFull Time
This is an exciting opportunity to own and elevate the performance of Customer Experience (CX) at Fig. As a Team Lead, Customer Experience, you will operate at the intersection of frontline support and operational excellence, helping ensure that we deliver high-quality, efficient, and scalable customer experiences.
You will help define what modern, AI-powered customer experience looks like in lending, working across both human and automated support channels. This is a high visibility role with direct impact on product, operations, and customer outcomes.
In this role, you will take ownership of escalations, support team performance, and contribute to improving workflows, tooling, and the overall customer journey. You will act as a key resource for the CX team, helping to drive consistency, quality, and continuous improvement across all customer interactions, including how we leverage AI-driven tools to deliver scalable support.
This posting is for an exiting vacancy
Escalation Management: Own complex, high-impact, or sensitive customer issues and drive them to resolution. Apply strong judgment and de-escalation skills. Identify root causes and reduce repeat issues.
CX Performance & Quality: Support the team in meeting and exceeding key performance metrics (CSAT, SLA). Review interactions and provide actionable feedback. Set the standard for high-quality customer interactions.
Team Support & Development: Act as a primary point of contact for CX Specialists, providing real-time support and troubleshooting. Provide coaching and feedback to improve performance and problem-solving. This role is a stepping stone to formal people management as the team scales.
Operational Excellence: Identify inefficiencies in workflows, tooling, and processes, and recommend improvements to increase team effectiveness. Maintain and improve internal documentation. Support rollout of new tools, processes, and product updates.
AI & Tooling Optimization: Work closely with AI-driven CX tools, including chatbot and voice automation systems, to ensure they are delivering accurate, high-quality customer experiences. Identify gaps in automation and improve workflows. Help define how AI and human support work together.
Data & Insights: Analyze customer interactions, support trends, and recurring issues across both human and AI channels to identify opportunities for improvement. Translate insights into actionable changes.
Cross-Functional Collaboration: Work closely with Product, Engineering, Risk, and Operations teams to surface issues and improve the customer journey. Act as a voice of the customer.
Experience: 3-5 years of experience in customer experience, customer support, or operations, preferably within a fast-paced or fintech environment.
Problem-Solving & Escalations: Proven ability to manage complex customer issues and escalations with strong judgment and attention to detail.
Analytical Skills: Strong understanding of CX metrics and the ability to use data to identify trends and drive improvements.
Communication: Excellent verbal and written communication skills, with the ability to clearly and effectively handle both customer and internal interactions.
Team Support: Experience supporting or coaching peers (formally or informally), with a focus on improving team performance and consistency.
Operational Mindset: Strong attention to detail and ability to navigate multiple tools, systems, and workflows effectively.
Ownership & Adaptability: A proactive, ownership-driven mindset with the ability to operate effectively in a fast-paced, evolving environment.
AI Exposure: Experience working with or alongside AI-powered customer support tools (e.g., chatbots, voice automation) or strong curiosity and willingness to learn.
Nice-to-haves: Experience with tools such as Freshdesk/Zendesk, Salesforce, Aircall, or similar platforms.
Opportunity to join a high-growth fintech in its early stages and make an impact on customer experience.
Competitive compensation ($70,000 – $80,000 base + bonus).
Retirement savings program with employer matching.
Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts.
Generous time off to help you recharge.
Parental top-up to support your growing family.
Continuing education stipend to support your professional development.
