Customer Experience Team Lead

2 weeks ago

Winnipeg, Manitoba, Canada Neo Financial Full time
At Neo, we're disrupting the future of finance. What matters most to us is challenging the status quo and providing a better financial future for all Canadians.

We're working every day to reinvent the way Canadians spend, save, and grow their money - all together, in one place.

We're creating a seamless digital experience, with the modern-day features you've come to expect.

Our products speak for themselves - the Neo card was voted the best cashback card in Canada and the Neo Money account was voted the best bank account in Canada.


Backed by world-class investors, we've raised $299M and are one of a few Canadian tech companies that have reached 'unicorn' status - valued at over $1B.

Check out the full story here.


As the day-of leaders in our Experience team, our Customer Experience Team Leads gain exposure to all areas of the business including our products, our customers and, of course, our awesome employees who you will directly lead and mentor.

Our Experience team is a group of high performers with a passion for creating and delivering exceptional experiences to Neo's growing customer base.

The team is filled with resourceful problem solvers who have a passion for creating a unique in-class experience at Neo every single day.

If you're someone who loves a dynamic, fast-paced environment and enjoys leading and guiding others, you'll fit right in with us

What you'll be doing:

  • Own, mentor and lead a highly motivated group of Customer Experience Specialists and create an environment where your team thrives and hits their potential
  • Embrace and drive key changes and continuous improvement through adapting processes and tools as well as keeping your team aware and trained up on key changes
  • Build open, honest and authentic relationships with your team and other leaders within the Experience team to drive success
  • Be a champion and the voice of our customers by sharing feedback internally to drive a continuous improvement of our customer experience and products
  • Support training and reporting to effectively run Neo's customer experience centre together

Who we're looking for:

  • You have 3 or more years of experience in customer engagement/customerfacing roles and at least 1year experience supervising or leading teams
  • You believe in owning the moment and changing the experience that Canadians have come to accept from their bank
  • If you've worked within a contact centre or in the financial industry, that's a definite asset
  • If you are bilingual that's an asset
  • You have exceptional written and verbal communication skills with an acute attention to detail
  • You relate well to people from all backgrounds and foster a teamwork approach
  • You're organized and capable of prioritizing tasks in a dynamic work environment
  • You demonstrate the ability to handle customer issues resourcefully and with compassion, polished communication and empath
  • You take ownership of problems, are quick to say "I don't know" and fast to work towards a solution
  • You're a pragmatic problem solver, always looking at what can be fixed today and what's inside your control
At Neo, you'll be working with industry-leading technology that changes the way we live and redefines Canada's financial future.

It's a serious deal, and we're building a high-performance, mission-driven, and fast-paced team that strives to make a difference in every Canadian's life.

We value personal growth, autonomy, leadership at all levels, and the ability to learn quickly from mistakes.

We're a team:
in it together, always. Join a world-class team building truly disruptive technology, right here in the Canadian prairies.

Benefits of working at Neo:

Flexible Compensation Scenarios - the ability to choose your base salary and equity combination

Meaningful Equity - employees are owners. When the company succeeds, you do too

Extended Health Benefits - comprehensive health and dental coverage that starts on day one

Wellness Benefits - complimentary access to Headspace and FitOn Pro subscriptions

Paid Maternity & Parental Leave - company top-up and 100% benefits coverage while you're away

Modern Office Space - our newly renovated headquarters in Calgary and Winnipeg is prime for collaboration and innovation

Learning Events:

- all-company huddles, product demo days, guest speakers, and more

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