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Team Lead, Customer Experience

Fig FinancialToronto, Ontario
On-site Full-time

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Experience Level

Manager

Qualifications

Proven experience in customer experience management or a related field. Strong leadership skills with the ability to motivate and guide a team. Experience in utilizing AI-driven tools to enhance customer support. Excellent problem-solving and communication skills. A passion for improving customer journeys and experiences.

About the job

About Fig

Fig is an innovative Fintech start-up reshaping the lending landscape in Canada. Honored as the Consumer Lender of the Year in 2024, Fig is committed to streamlining the borrowing experience, making it more efficient and accessible for all Canadians.

Backed by Fairstone Bank and the Ontario Teachers Pension Plan, Fig uniquely combines extensive lending expertise with the nimbleness of a start-up. This powerful mix enables us to meet the diverse credit needs of Canadians from various financial backgrounds effectively.

The Role

We are excited to announce a pivotal opportunity for a Team Lead, Customer Experience to enhance and drive the performance of our Customer Experience (CX) at Fig. In this strategic role, you will bridge the gap between frontline support and operational excellence, ensuring we provide high-quality, efficient, and scalable customer experiences.

You will help shape a modern, AI-driven customer experience in lending, collaborating across both human and automated support channels. This high-visibility position will have a direct impact on our products, operations, and customer outcomes.

As a key leader, you will manage escalations, support your team's performance, and contribute to optimizing workflows, tools, and the entire customer journey. Your expertise will be crucial in driving consistency, quality, and continuous improvement in all customer interactions, particularly in leveraging AI-driven tools for scalable support.

About Fig Financial

Fig is at the forefront of the Fintech revolution in Canada, recognized for its innovative approach to lending. With strong backing from established financial institutions, Fig is dedicated to making borrowing simpler and more accessible for all Canadians.

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