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Customer Experience Team Lead, Full Time (On Site)

Neo Financial

Neo Financial

Customer Service
Alberta, Canada
Posted on Sunday, July 9, 2023

Come Build a Better Financial Future for all Canadians

At Neo, we’re building a more rewarding financial experience for all Canadians.

Life at a rapidly expanding tech startup is demanding, exhilarating, and not for everyone…

From world-class creative minds to brilliant engineers, it's high-performing people that make Neo a workplace with passion and purpose.

Since being founded in 2019, Neo has built incredible traction and is one of the fastest growing fintechs in Canada.

  • LinkedIn’s Top Startup in Canada for 2022 and 2023
  • Top-ranked mobile apps and credit cards
  • Team of 700+ people
  • 1M+ customers in 3 years
  • 11K+ retail partners

High Performance at Neo

We recruit, hire, and build our company culture around these attributes:

Teamwork: We trust, respect, encourage, and show up for each other — through good times and hard. We’re on this mission not just for ourselves, but also for the people we work with.

Ownership: We all have a stake in Neo’s success — so we go out of our way to do what needs to get done. We hold ourselves accountable to deliver on our commitments — to our customers, to our partners, and to our team. When we fall short, we find a way to do better in the future.

Professional Integrity: We’re asking millions of Canadians to trust us with their hard-earned money — so we hold ourselves (and each other) to the highest standards of integrity.

The Customer Experience Team at Neo

As an important gateway to Neo Financial, our Customer Experience Specialists gain exposure to all areas of the business including our products, our partners, and most importantly, our customers. Our Experience team has an outstanding training program and in your first few weeks, you’ll develop a fundamental understanding of the financial industry and the role our customers play in the success of our business. If you’re someone who loves a dynamic, fast-paced environment and thrives in change, you’ll fit right in with us!

What you'll be doing:

  • Mentor and lead a group of Customer Experience Specialists and create an environment where your team thrives to hit their potential
  • Lead by example by hopping on the phone, answering emails, and doing whatever it takes to provide our customers with a top of class experience
  • Embrace and drive key changes and continuous improvement through adapting processes and tools
  • Communicating openly and fostering continuous learning: keeping your team aware and trained on key business changes
  • Build open, honest and authentic relationships with your team and other leaders within the Experience team to drive success
  • Be a champion and the voice of our customers by sharing feedback internally to drive a continuous improvement of our customer experience and products
  • Support training and reporting to effectively run Neo's customer experience center together

Who we're looking for:

  • You have 3 or more years of experience in customer engagement/customer-facing roles and at least 2 years of experience supervising or leading teams
  • You confidently make decisions in a fast-paced environment, and you’re not afraid to take chances
  • You believe in owning the moment and changing the experience that Canadians have come to expect from their bank
  • You’re a pragmatic problem solver, always looking at what can be fixed today to benefit your team tomorrow
  • You have exceptional written and verbal communication skills with an acute attention to detail
  • You relate well to people from all backgrounds and foster a teamwork approach
  • You’re organized and capable of prioritizing tasks
  • You demonstrate the ability to handle customer issues resourcefully and with compassion, polished communication and empathy
  • You take ownership of problems, are quick to say “I don’t know” and work towards a solution
  • Someone who thrives in an environment of constant learning and personal development
  • French proficiency is a strong asset
  • Experience within a contact center or in the financial industry is an asset

Working at Neo

At Neo Financial, we're empowering people to accelerate their careers toward hyper-growth and helping them reach their full potential. You’ll have the opportunity to work on exciting projects and collaborate with some of the brightest minds in the industry. We encourage our team members to take ownership of their work and to bring their unique ideas and perspectives to the table. Our dynamic and fast-paced environment allows for endless learning and advancement opportunities.

Check out these videos from our employees to learn more about Working at Neo.

Apply with Us

We believe in equal opportunity, and are committed to creating an inclusive climate where everyone thrives. We’re a financial institution, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.