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Manager, Customer Experience
2 months ago
Come Build a Better Financial Future for all Canadians
At Neo, we’re building a more rewarding financial experience for all Canadians.
Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone.
Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.
- LinkedIn’s Top Startup in Canada for 2022 and 2023
- Top-ranked mobile apps and credit cards
- Canada’s top-rated credit card
- Team of 700+ people
- 1M+ customers in 3 years
- 11K+ retail partners
The Role:
As the Manager of Customer Experience, you will lead and develop a team of professionals, ensuring they deliver exceptional experiences for customers while driving business performance through tactical execution and day-to-day management. If you’re someone who loves a dynamic, fast-paced environment and thrives in change, you’ll fit right in with us
What you’ll be doing:
- Oversee and evaluate customer interactions, assessing performance based on the GREAT model, ensuring consistency and excellence in customer service delivery.
- Provide coaching and constructive feedback to develop Customer Experience Specialists (CES) based on the GREAT model.
- Provide coaching and direction to Experience Professionals (EPs) that best support business execution.
- Take ownership of CES objectives and key performance indicators, including behaviours, fraud detection, authentication processes, and handling complaints efficiently.
- Drive business performance improvement by monitoring adherence to schedules and fostering a positive workplace culture.
Who we're looking for:
- You possess strong analytical skills coupled with a proactive approach to problem-solving.
- You excel in managing both upwards and downwards within the organisational hierarchy.
- You prioritise the needs and satisfaction of customers above all else.
- You are adept at identifying challenges and devising creative solutions.
- You are committed to the professional growth and development of your team members.
- You demonstrate resilience in the face of challenges and adaptability in dynamic environments.
Working at Neo
Joining Neo means betting on yourself and discovering your full potential. We’re making change happen at a rapid pace — providing endless opportunities to sharpen your skills, expand your knowledge, and find new solutions to complex problems.
Our team members earn meaningful equity in the company through stock options. We believe in equal opportunity, and are committed to creating an inclusive climate where everyone can thrive. Successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.
Apply with Us
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