Customer Experience Team Lead



Regular Full-Time


<p style="margin: 0px;"><span style="font-size: 10pt;">At Neo, we&rsquo;re reimagining everyday financial services from the ground up and shaping the financial future for millions of people in Canada. We&rsquo;re a tech company consistently pushing for the next best thing, which provides many opportunities to grow and learn personally and professionally. Ready to materialize your passion into a connected purpose? Come join a high-speed startup in a community of high-achieving dreamers and doers, set on innovating the best solutions.</span></p><p style="margin: 0px;">&nbsp;</p><div><span style="font-size: 10pt;"><strong>Customer Experience @ Neo</strong></span></div><div>&nbsp;</div><div><span style="font-size: 10pt;">As the day-of leaders in our Experience team, our Customer Experience Team Leads gain exposure to all areas of the business including our products, our customers and, of course, our awesome employees who you will directly lead and mentor. Our Experience team is a group of high performers with a passion for creating and delivering exceptional experiences to Neo&rsquo;s growing customer base. The team is filled with resourceful problem solvers who have a passion for creating a unique in-class experience at Neo every single day.&nbsp; If you&rsquo;re someone who loves a dynamic, fast-paced environment and enjoys leading and guiding others, you&rsquo;ll fit right in with us! </span></div>

    What you'll be doing:

    <ul><li><span style="font-size: 10pt;">Own, mentor and lead a highly motivated group of Customer Experience Specialists and create an environment where your team thrives and hits their potential&nbsp;</span></li><li><span style="font-size: 10pt;">Lead by example by hopping on the phone, answering emails or doing whatever it takes to provide our customers with unique customer experience</span></li><li><span style="font-size: 10pt;">Embrace and drive key changes and continuous improvement through adapting processes and tools as well as keeping your team aware and trained up on key changes</span></li><li><span style="font-size: 10pt;">Build open, honest and authentic relationships with your team and other leaders within the Experience team to drive success&nbsp;</span></li><li><span style="font-size: 10pt;">Be a champion and the voice of our customers by sharing feedback internally to drive a continuous improvement of our customer experience and products</span></li><li><span style="font-size: 10pt;">Support training and reporting to effectively run&nbsp; Neo's customer experience centre together</span></li></ul>

      Who we're looking for:

      <ul><li><span style="font-size: 10pt;">You have 3 or more years experience in customer facing roles and at least 1 year experience supervising or leading teams&nbsp;</span></li><li><span style="font-size: 10pt;">You believe in owning the moment and changing the experience that Canadians have come to accept from their bank</span></li><li><span style="font-size: 10pt;">If you&rsquo;ve worked within a contact centre or in the financial industry, that&rsquo;s a definite asset</span></li><li><span style="font-size: 10pt;">You have exceptional written and verbal communication skills with an acute attention to detail</span></li></ul>

        What will help you succeed:

        <ul><li><span style="font-size: 10pt; font-family: verdana, geneva;">You relate well to people from all backgrounds and foster a teamwork approach</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">You&rsquo;re organized and capable of prioritizing tasks in a dynamic work environment</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">You demonstrate the ability to handle customer issues resourcefully and with compassion, polished communication and empathy</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">You take ownership of problems, are quick to say &ldquo;I don&rsquo;t know&rdquo; and fast to work towards a solution</span></li><li><span style="font-size: 10pt; font-family: verdana, geneva;">You&rsquo;re a pragmatic problem solver, always looking at what can be fixed today and what&rsquo;s inside your control&nbsp;</span></li></ul>

          About applying with us:

          <p style="margin: 0px;"><span style="font-size: 10pt;">&nbsp;At Neo, you&rsquo;ll be working with industry-leading technology that changes the way we live and realize a better financial future. It&rsquo;s a serious deal, but that doesn&rsquo;t mean we don&rsquo;t know a thing or two about having fun. Our entrepreneurial environment gets our adrenaline pumping and beats the regular 9-5 job. We&rsquo;re in it together, always. Gain hands-on experience and be part of the future.&nbsp;&nbsp;</span></p><p style="margin: 0px;">&nbsp;</p><p style="margin: 0px;"><span style="font-size: 10pt;">Neo Financial is an equal opportunity employer. We are excited to meet with and hire the top talent out there. We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Successful candidates for this position will be required to undergo a security screening, including a criminal records check and may require a credit check.</span></p>