Customer Experience Specialist

Join us to build a more rewarding financial future for all Canadians

At Neo, we're on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly expanding tech startup isn't for everyone. It's complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada.

• 1 Fastest Growing Company in Canada for 2024 by Globe & Mail
  
• Deloitte's Fast 50 in Canada Winner for 2023 and 2024
• LinkedIn's Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Team of 700+ people
• 1M+ customers
• 10K+ retail partners

The Role

The role of the Customer Experience Specialist is to provide excellent customer support, act as a trusted advisor, and expertly resolve complex inquiries that build lasting trust in Neo Financial, while also driving revenue through customer retention and strategic cross-selling. This role focuses on high-impact interactions that require strategic thinking and a deep understanding of the customer's needs and Neo's product ecosystem.

What You'll Be Doing

• Expertly resolve complex customer inquiries via phone and chat, focusing on issues that require deep product knowledge, critical thinking, and coordination across multiple teams.
• Serve as a brand ambassador, proactively identifying opportunities to guide customers to the best solutions, which may include new products or services that align with their needs and financial goals, thereby driving cross-selling and retention.
• Strategically navigate ambiguous situations and provide a clear path to resolution, acting with a high degree of autonomy and judgment.
• Ensure meticulous documentation of all customer interactions in the CRM, capturing not only the resolution but also key insights for upstream prevention and process improvement, and potential revenue opportunities.
• Maintain strict adherence to all defined service level agreements (SLAs), regulatory requirements, and internal policies.
• Act as a primary point of contact for high-value or escalated customer interactions, demonstrating exceptional emotional intelligence and de-escalation skills.

Who we are looking for:

• 5+ years in a customer-facing role (in person or digital), preferably in a contact center environment.
• Strong written and verbal communication skills in English and French with a clear, empathetic tone.
• Proven ability to handle escalations, resolve issues efficiently, and stay calm under pressure.
• Strong typing skills with a recommended speed of at least 50 WPM - a typing test may be required during the interview process.
• Comfortable managing multiple chat conversations simultaneously while maintaining accuracy and quality.
• Has a solid understanding of the financial services or financial literacy.
• Naturally curious with an investigative mindset - you love solving problems and figuring things out.
• Comfortable with change and learning on the fly - you adapt quickly in a fast-evolving environment.
• Thrives in high-performing, feedback-driven teams where excellence is the norm and top performers are recognized and supported.

Nice to have:

• Experience with real-time support tools, reporting dashboards, and fin-tech apps.
• Exposure to Quality Assurance frameworks and an interest in improving quality at scale.
• A Bachelor's degree in a related field.
• Background in FinTech, financial services or banking

Working at Neo:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we're on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.

We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You'll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we're looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.

All team members have a stake in Neo's success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you've heard that Neo employees work hard, it's true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company's success.

Apply with us:

We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.

By continuing with your application, you agree to the Candidate Privacy Notice which guides how we process your personal information for the purpose of your application.