Customer Operations Leader- Store Experience

3 weeks ago

Toronto ON, Canada Floatcard Full time

Float is one of Canada’s fastest growing companies and Top Startups , serving Canadian businesses with our innovative smart corporate card and spend management solution. Float’s team is customer-obsessed, passionate, vibrant, and entrepreneurial, and includes executives from Uber, Shopify, Ritual, and many other incredible tech companies
Float empowers companies and teams with smart financial products, helping them achieve their most ambitious goals. We’re making finance more accessible and saving companies and their teams time and money, while disrupting the multi-trillion dollar global B2B finance industry. Backed by some of the best venture capital investors in the world, including Tiger Global, Golden Ventures, and Susa Ventures, we’re looking for pioneers to help us achieve our vision.
About the Customer Support Lead role
We are seeking a seasoned Customer Support Lead. This role is pivotal in maintaining Float’s commitment to delivering world-class customer service and innovative solutions. This leader will play a key role in shaping Float’s Support strategy, informing product decisions, managing and scaling the team, and ensuring the delivery of exceptional service across these customer interactions. As the Customer Support Lead at Float, you’ll be responsible for:

Operational Excellence: Oversee the resolution of customer issues with speed and efficiency, ensuring a seamless customer experience. Incorporate best-in-class operational practices, such as developing comprehensive knowledge bases, employing advanced CRM tools, and streamlining support workflows.
Emulate leading companies by fostering strong interdepartmental collaboration to drive continuous improvement in the customer experience.
Stay abreast of industry trends and best practices, applying insights to continually elevate Float’s customer support capabilities.
Build, mentor, and lead a high-performing team to deliver exceptional customer support. Inspired by best practices from leading companies, foster an environment where continuous learning and feedback are embraced to drive performance and customer satisfaction.
Implement strategies that enhance customer support. Focus on improving the customer journey, optimizing support processes, and leveraging technology to meet evolving customer needs.
Partner with Product, Engineering, and Revenue (Sales and Customer Ops) to align on customer feedback and drive product improvements. To be successful in this role, we’re looking for 4+ years of management experience in Customer or Product Support within SaaS, B2B, and/or fintech sector. You're all about building relationships, understanding customer needs, and advocating for them passionately. You’re analytical and data driven. You leverage tools and data to inform strategies, understanding customer needs, market trends, and growth opportunities. You are comfortable preparing your own reports and love analyzing data to find insights.
You also have a one team mentality, working with key partners in the business to help Float as a company win vs just your direct team.
You’ve got an understanding of the market. You’re commercially focused with an understanding of the market and the business we’re in.
You aren’t super passionate about helping Float build the best corporate card and spend management platform in Canada
~ You don’t have a successful track record as a customer operations leader
~ You don’t love coaching and helping your team grow
~ Flexible work hours and time off‍ when you need to recharge
A dog-friendly office
Being able to say you helped build Canada's best corporate card and spend management platform
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