Lead product design for customer experiences at Jobber, enhancing onboarding and product activation for home service businesses. Collaborate with teams to utilize AI insights for better customer journeys.
About the role
- Team Lead responsible for customer experience in a high-growth fintech startup. Managing complex issues, team support, and operational excellence in customer interactions.
Responsibilities
- Own complex, high-impact, or sensitive customer issues and drive them to resolution
- Support the team in meeting and exceeding key performance metrics (CSAT, SLA)
- Act as a primary point of contact for CX Specialists, providing real-time support and troubleshooting
- Identify inefficiencies in workflows, tooling, and processes, and recommend improvements to increase team effectiveness
- Work closely with AI-driven CX tools, including chatbot and voice automation systems, to ensure they are delivering accurate, high-quality customer experiences
- Analyze customer interactions, support trends, and recurring issues across both human and AI channels to identify opportunities for improvement
- Work closely with Product, Engineering, Risk, and Operations teams to surface issues and improve the customer journey
Requirements
- 3-5 years of experience in customer experience, customer support, or operations, preferably within a fast-paced or fintech environment
- Proven ability to manage complex customer issues and escalations with strong judgment and attention to detail
- Strong understanding of CX metrics and the ability to use data to identify trends and drive improvements
- Excellent verbal and written communication skills, with the ability to clearly and effectively handle both customer and internal interactions
- Experience supporting or coaching peers (formally or informally), with a focus on improving team performance and consistency
- Strong attention to detail and ability to navigate multiple tools, systems, and workflows effectively
- A proactive, ownership-driven mindset with the ability to operate effectively in a fast-paced, evolving environment
- Experience working with or alongside AI-powered customer support tools (e.g., chatbots, voice automation) or strong curiosity and willingness to learn
- Nice-to-haves: Experience with tools such as Freshdesk/Zendesk, Salesforce, Aircall, or similar platforms
Benefits
- Competitive compensation ($70,000 – $80,000 base + bonus)
- Retirement savings program with employer matching
- Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts
- Generous time off to help you recharge
- Parental top-up to support your growing family
- Continuing education stipend to support your professional development
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Customer Service Representative supporting customers of a luxury retail brand in Montreal. Handling communications and resolving issues with exceptional service ethos.
Intake Specialist handling client calls and managing correspondence. Organizing files and information for administrative support in a hybrid role.
Customer Experience Lead managing the entire customer journey for B2B and B2C at a payment institution. Leading support teams and ensuring efficient customer experience through structured processes.
AI Conversation Designer at Notion creating best - in - class customer support experiences through chatbot and email. Partnering with teams to execute AI support roadmap with quality conversation design.
Legal Support Specialist providing specialized secretarial support to attorneys by preparing legal documents. This involves multiple duties including filing, scheduling, and maintaining case information in a fast - paced environment.
Customer Care Agent handling customer inquiries for Nilfisk in French and English. Collaborating across teams to enhance customer satisfaction and resolve issues effectively.
Customer Success Analyst ensuring that real estate clients maximize value from Kenlo's solutions. Engaging with clients to promote a positive experience throughout their journey.
Customer Care Specialist responsible for billing inquiries and insurance assistance for Exact Sciences. Offering flexible work from home model with various shifts available.
Bilingual Customer Service Department Manager leading teams to deliver exceptional customer service at Uline. Responsible for training, managing daily activities, and resolving escalated issues in Texas.