Team Lead, Customer Success

Who we are:

Financeit is a point-of-sale financing provider serving some of the largest home improvement and retail organizations in Canada.

Our platform helps businesses close more sales by offering customers affordable monthly payment options for their next big home improvement, vehicle or retail purchase.

We are small enough that you can make an impact within the company and large enough to make an impact in the market.

Financeit is a company where collaboration, inclusivity, fairness, and respect aren’t just ideas that get talked about, but are part of who we are. If such a workplace intrigues you, we hope you’ll join us.

About the role:

We are seeking a proactive and dynamic individual to join us as the Team Lead, Customer Success. In this pivotal role, you will act as a vital bridge between the Customer Success Representatives and the Customer Success Manager, ensuring seamless communication and efficient operations within the department. You will play a key role in overseeing daily operations, motivating the team, and collaborating with the manager to drive exceptional customer service experiences for our valued Partners and Borrowers.

What you’ll do:

• Supervise and support a team of Customer Success Representatives, providing guidance, mentorship, and ensuring their adherence to established service standards.
• Assist in the training and onboarding of new team members, ensuring they are well-equipped to provide exceptional customer service and effectively resolve inquiries and issues.
• Collaborate with the Customer Success Manager to implement strategies that enhance overall customer service experiences and improve operational efficiency.
• Act as a point of escalation for complex customer inquiries and complaints, ensuring their timely and effective resolution.
• Monitor call and email queues, ensuring prompt and effective responses to all Partner and Borrower inquiries.
• Assist in maintaining accurate records of customer interactions and inquiries, identifying trends, and providing feedback for process improvements.
• Support the Manager in driving team performance and achieving departmental KPIs and targets.
• Contribute to the development of new initiatives to improve customer satisfaction and streamline customer service processes.

Requirements

• University Degree is preferred.
• Minimum of 2-3 years of experience in a customer service role, with exposure to team leadership or supervisory responsibilities.
• Proven experience in providing exceptional customer service and resolving complex customer issues.
• Excellent communication and interpersonal skills with the ability to effectively collaborate with cross-functional teams.
• Strong problem-solving abilities and a keen eye for detail.
• Proficiency in CRM systems and other relevant software applications.
• Ability to thrive in a fast-paced, dynamic work environment.
• Fluency in French is an asset.

Benefits

Winner of Canada’s Most Admired Corporate Culture from 2021 to 2023, we offer more than just the basics. Take advantage of:

• An award-winning culture with a collaborative & inclusive team
• Competitive pay and performance based bonus
• Committed to flexible work arrangements, offering hybrid workplace options
• Comprehensive medical, dental and vision coverage + Lifestyle Account
• RRSP Matching and Parental Leave Top Up Program
• In office massage, meditation & workout sessions
• Virtual events such as Lunch & Learns, company parties, fun team activities and charity initiatives
• Career learning and development programs

Next Steps:

If what you just read excites you, we’d like to hear from you! Please submit your application and we’ll contact you if you become selected for a phone interview.

Financeit is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.