Customer Experience Manager

3 weeks ago

Toronto, Canada NorthOne Full time

NorthOne is looking for a **Customer Experience Manage**r to join our high performing team. We are a remote-first venture-backed startup at the heart of the FinTech movement that is reshaping the financial services and banking for small businesses across America. We are backed by some of the best VCs in the world and are solving important problems.

**Our product & mission**

NorthOne is a business banking and financial management platform for small businesses across America. We don't stop at being a faster, easier and simpler version of a bank - we're focused on creating better financial outcomes for our customers by changing the definition of what a bank can be and do. We're building a digital finance department for every small business in America with our business bank account as its foundation.

Our mission is to build a business banking and financial management platform that lets anyone run a successful small business. Our team deeply believes in the transformative power of entrepreneurship and wants to democratize taking ownership of your economic independence.

**Our team**

We ❤ Customer Experience. As our **Customer Experience Manager** you'll help us build the future of banking. Reporting to our Chief Customer Officer, you'll be joining a team who have helped build companies like Chime, Twitter, Instacart, E-Trade, McKinsey, Etsy, eBay and more.

We're a team of A-players who are all in on solving big, important problems. Feeling it?

**REQUIREMENTS**

As **Customer Experience Manager**, you will own, manage and scale the Customer Experience function at NorthOne and continue to uphold the standard of excellence that our Customer Experience is known for.

Your role on the Customer Experience team supports a simple but challenging mission:
**The skills required for this role -**
- You've built and run Customer Experience/Customer Support teams and know what it takes to build one that scales (this isn't your first rodeo)
- Your bar for quality is excellent, and you build teams that are held accountable to that standard, and align with NorthOne's values. Running performant teams is something you're very familiar with.
- You're process and strategy-obsessed and know how to analyze data (like customer conversations and other core support KPIs) to make decisions on coverage, process improvement and tooling. In this role, you won't just run the teams that run our current support tools and processes; you'll make decisions on how to continually make them better
- You are product-obsessed, have worked with Product teams before and understand the role that Customer Experience/Customer Support can play in the product roadmap.
- You have a deep understanding of the best in class tools and processes needed to build a team that wins. Experience with Intercom would be an asset.
- You care deeply about making NorthOne a great place to work.

**Bonus points -**
- Experience in a scaling tech startup.
- Experience managing multiple customer types and multiple customer products is a big plus.
- Experience with Looker or other data analytics platforms (data-driven decisions are important to you).

If you are _this_ close to what we've described but aren't sure, apply. Let's figure out together if this is where you could shine.

**BENEFITS**

As a valuable member of NorthOne's team, you'll get:

- **Family coverage of top-tier health/dental benefits**:Get the right coverage for what matters most.
- **Remote-first work**:You decide where you work. You can work from home, visit one of our in person hubs, or work while you travel.
- **Professional development budget**:Enjoy an annual budget to deepen your expertise
- **Unlimited paid time off**:We measure success around outcomes, not hours worked.
- **Powerful gear**: We'll make sure you have the right tech to do your best work.
- **Competitive Salary**: $75,000-$90,000
- NorthOne is proud to be an equal opportunity employer and celebrates diversity. We welcome all applicants regardless of race, colour, gender, age, religion, sexual orientation, disability status or national origin._

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