Team Lead, Customer Experience at figfinancial

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. What you'll do • Escalation Management: Own complex, high-impact, or sensitive customer issues and drive them to resolution. Apply strong judgment and de-escalation skills. Identify root causes and reduce repeat issues. • CX Performance & Quality: Support the team in meeting and exceeding key performance metrics (CSAT, SLA). Review interactions and provide actionable feedback. 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. Provide coaching and feedback to improve performance and problem-solving. This role is a stepping stone to formal people management as the team scales. • Operational Excellence: Identify inefficiencies in workflows, tooling, and processes, and recommend improvements to increase team effectiveness. Maintain and improve internal documentation. Support rollout of new tools, processes, and product updates. • AI & Tooling Optimization: Work closely with AI-driven CX tools, including chatbot and voice automation systems, to ensure they are delivering accurate, high-quality customer experiences. Identify gaps in automation and improve workflows. Help define how AI and human support work together. • Data & Insights: Analyze customer interactions, support trends, and recurring issues across both human and AI channels to identify opportunities for improvement. Translate insights into actionable changes. • Cross-Functional Collaboration: Work closely with Product, Engineering, Risk, and Operations teams to surface issues and improve the customer journey. Act as a voice of the customer. What you'll bring • 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. • Analytical Skills: Strong understanding of CX metrics and the ability to use data to identify trends and drive improvements. • Communication: Excellent verbal and written communication skills, with the ability to clearly and effectively handle both customer and internal interactions. • Team Support: Experience supporting or coaching peers (formally or informally), with a focus on improving team performance and consistency. • Operational Mindset: Strong attention to detail and ability to navigate multiple tools, systems, and workflows effectively. • Ownership & Adaptability: A proactive, ownership-driven mindset with the ability to operate effectively in a fast-paced, evolving environment. • 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. Why Fig? • Opportunity to join a high-growth fintech in its early stages and make an impact on customer experience. • 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. Our commitment to diversity, equity and inclusion We are an equal opportunity employer and are committed to diversity at our company. We do not discriminate on the basis of race, religion, culture, sexual orientation, gender identity and physical ability. Diversity of backgrounds, perspectives, and experience is fundamental to our business. We believe in fostering an environment where team members of all backgrounds can feel comfortable bringing their whole selves to work every day. We aim to ensure all of our employees work in an environment that makes them feel valued, heard, and supported while they strive towards career pursuits and their personal and professional growth. We are committed to providing accommodations for all candidates that require them and in all aspects of the recruitment, selection, and/or assessment process. If you are selected to participate in any part of the selection and/or assessment process, please inform us of any accommodation(s) that you may require. AI Disclosure We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. We’re flattered that you’d like to join our team, but only applicants selected to proceed in the hiring process will be contacted.