Operations Manager, Customer Experience

Bree is a consumer finance platform that brings better, faster, and cheaper financial services to over half the Canadian population who live paycheck to paycheck. We were part of Y Combinator in 2021 and raised a $2M seed round shortly after. We are growing at a double-digit monthly rate and are profitable. Our culture is defined by high ownership, a bias for action, tenacious problem-solving, and striving to be 1% better every day.

We're looking for a dynamic Operations Manager, Customer Experience based in Toronto to lead and manage a team of 25 customer support agents overseas. You'll be responsible for overseeing day-to-day operations, ensuring your team delivers exceptional customer service, and driving performance improvements to meet key customer satisfaction metrics. Additionally, you will take insights from the support team and translate them into actionable items, including bugs, strategic projects, and high-impact initiatives, all aimed at enhancing the overall customer experience.

This is a fantastic opportunity for an experienced customer support leader who thrives in a fast-paced, high-growth startup environment. You'll have the chance to lead a talented team, work cross-functionally with other departments, and play a critical role in shaping the customer experience as Bree continues to expand.

Bree is at an exciting stage in our growth journey. We've built a product that has proven demand, raised capital from world-class investors, and are scaling rapidly. You will be on the ground floor of an early-stage company, helping us deliver exceptional service to our growing customer base.

• You thrive in a fast-paced startup environment, taking initiative and adapting quickly to changing needs.

• You are a skilled operator who is passionate about the user experience and dedicated to ensuring a high-quality, consistent experience.

• You excel in coaching and developing your team, fostering a positive, collaborative, and results-driven work environment.

• You're data-driven, able to track and analyze performance metrics, and make actionable improvements based on insights.

• You are highly organized with exceptional attention to detail and work ethic, while also taking full ownership over the individual performance and output of your team.

• You're empathetic, solution-oriented, and can handle escalated customer inquiries with professionalism and care.

• Preferably, you're a proven leader with strong experience managing remote teams, especially in a customer support context.

• Extreme Ownership: You take full ownership of the team's performance, the customer experience, and the outcomes of your leadership efforts. You anticipate challenges before they arise and take proactive steps to address them, constantly looking for ways to improve processes, workflows, and outcomes, and taking initiative to implement changes.

• Growth Mindset: High energy, entrepreneurial spirit, comfortable with ambiguity, and excited about taking on new challenges. A "no task is too small" mentality—whether it's organizing a meeting or working on strategic projects, you get things done.

• First Principles Problem-Solving: Proactive and solution-oriented, able to use critical thinking to solve complex customer issues by understanding their root cause with the 5 Why's framework. Strong critical thinking and analytical skills, with the ability to use data to identify trends and drive continuous improvements in processes. SQL proficiency preferred.

• Leadership Skills: Proven ability to motivate, mentor, and develop a diverse team to achieve customer support goals. Experience managing and improving team performance with regular feedback, coaching, and performance reviews. Strong organizational, attention to detail, and time management skills, able to handle multiple priorities in a fast-paced environment.

• Work Experience: 2+ years of experience in people management, with preference for experience related to managing a remote customer support team. Familiarity with key customer support KPIs (e.g., contact rate, wait time, resolution time).

• Competitive compensation package

• $250 monthly lunch stipend

• $150 monthly commuting stipend

• Comprehensive health, dental, and vision coverage

• Parental leave

• Unlimited PTO