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Customer Support Lead
Hi, I'm Arjun, Director of Product, at Loop and I am hiring for both Customer Support Lead. This role is an onsite position at our downtown Toronto office.
Where You Come In
We are seeking an experienced and customer-focused Customer Support Lead to join our team and take ownership of delivering exceptional support to our clients while leading and improving our customer support processes. In this role, you will ensure customers receive efficient onboarding, timely issue resolution, and a seamless overall experience. As a key lead in our support function, you will proactively identify opportunities to enhance customer satisfaction and mentor the support team to maintain a high standard of service.
In general, you’ll spend roughly 60% of your time working directly with customers and 40% leading projects and initiatives, such as training team members, refining processes, and improving documentation and customer resources.
What You'll Be Doing
- Lead, mentor, and develop a team of customer support representatives to ensure excellent customer service delivery.
- Serve as the escalation point for complex customer issues, ensuring timely and effective resolution through hands-on troubleshooting and collaboration with cross-functional teams.
- Support customers with onboarding, product inquiries, and technical challenges, ensuring their smooth adoption and satisfaction with the platform.
- Monitor key support metrics (e.g., response time, customer satisfaction, resolution rates) and implement strategies to improve performance.
- Collaborate with internal teams, including product, engineering, and operations, to escalate and resolve technical issues and customer pain points efficiently.
- Develop and maintain resources such as help center articles, onboarding guides, and internal process documentation to enhance team efficiency and the customer experience.
- Analyze customer feedback and trends to proactively identify recurring issues and opportunities for process and product improvements.
- Assist in scaling the customer support function by identifying new tools, workflows, or training opportunities to improve team productivity and the customer journey.
- Act as a customer advocate, communicating needs and insights back to internal teams to help drive product and service enhancements.
What We're Looking For
- 2-4 years of experience in customer support, including team leadership, preferably within the Fintech, SaaS, or financial services industry.
- Proven ability to lead and develop a customer support team while maintaining a hands-on approach to solving customer challenges.
- Strong customer service orientation with excellent communication, interpersonal, and problem-solving skills.
- Experience analyzing support metrics and driving process improvements to enhance customer satisfaction and efficiency.
- Proficiency with customer support tools and CRM systems (ideally Salesforce) and a technical aptitude for troubleshooting software applications.
- Interest in financial services, with the ability to understand technical financial terms and complex product offerings.
- Ability to prioritize, multitask, and adapt in a fast-paced, dynamic environment.
- Flexibility to provide leadership support during peak times, including occasional evenings or weekends as needed.
- Passion for innovation, delivering exceptional customer experiences, and fostering a collaborative, customer-first team culture.
It's a Bonus if You Have
- Experience in Tech, even better in FinTech
- Experience working with small teams, particularly at start-ups
People You'll Be Working With
- Jeff Hendler, Head of Operations
- Aaron Zucker, Product Manager
What's in it for you?
- Opportunity to join the operations team in a high-growth fintech startup.
- Strong support from the Loop team to help achieve your targets.
- Chance to work in an energetic, fast-paced, and collaborative startup culture.
- Opportunity to learn and grow in the operations, credit, and business development functional areas as the company expands
What we offer
- Salary range CAD$60,000-80,000 base annual, commensurate with experience
- Equity ranging 0.01-0.1%
- 3 weeks vacation
- Enrollment in group's health benefits after probation period
Interview Process
- 30 minutes video call to discuss the opportunity and the organization with Sarah, Chief of Staff
- 30 minutes video call with hiring manager, Arjun, Director of Product
- 60 minutes in person meeting with 2 team members
- Take home assignment
- 30 minutes in person meeting with Cato, CEO and Co-Founder
- Background check and offer
How to Apply
Loop is committed to creating a diverse culture. We encourage you to apply regardless of who you are or where you came from - what matters is the journey ahead. Put simply, if you’re unsure about your qualifications for this position, we’d still encourage you to apply!
