Team Lead, Customer Experience

Experience: 3-5 years of experience in customer experience, customer support, or operations, preferably within a fast-paced or fintech environment.

Problem-Solving & Escalations: Proven ability to manage complex customer issues and escalations with strong judgment and attention to detail.

Team Support: Experience supporting or coaching peers (formally or informally), with a focus on improving team performance and consistency.

AI Exposure: 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.

Escalation Management: Own complex, high-impact, or sensitive customer issues and drive them to resolution.

Identify root causes and reduce repeat issues.

CX Performance & Quality: Support the team in meeting and exceeding key performance metrics (CSAT, SLA).

Set the standard for high-quality customer interactions.

Team Support & Development: Act as a primary point of contact for CX Specialists, providing real-time support and troubleshooting.

Support rollout of new tools, processes, and product updates.

About Fig

Fig is a new Fintech start-up revolutionizing the lending industry in Canada. Named Consumer Lender of the Year in 2024, Fig is dedicated to simplifying the borrowing process to make it more efficient and accessible for Canadians.

Supported by Fairstone Bank and Ontario Teachers Pension Plan, Fig is in a unique position to blend the benefits of extensive lending experience with the agility of a start-up. This combination allows the company to effectively meet the credit needs of Canadians from various financial backgrounds.