Location: Toronto, ON (100% On-site)
Language: Strong written and spoken English required
Background Check Requirement: Criminal background check and two professional references required

About the Opportunity
This is an exciting opportunity to join a high-growth fintech organization that is redefining how Canadians interact with their money. Operating in a fast-paced, startup environment, this team is building innovative, AI-driven solutions that simplify complex financial experiences and deliver real value to users.

In this role, you will sit at the intersection of customer experience, operations, and technology. You will work closely with a driven, collaborative team while leading a small group of customer support professionals. Your impact will be felt both in the day-to-day customer journey and in shaping scalable processes that support long-term growth.

What’s In It for You
You’ll be part of a high-energy, entrepreneurial culture that values innovation, ownership, and continuous improvement. This is a workplace where ideas are welcomed, and where you’ll have the opportunity to influence how customer success evolves through AI and automation. Along with competitive compensation, you’ll receive comprehensive benefits, stock options, and the chance to grow alongside a scaling organization.

Your Responsibilities

• You’ll lead and support a team of 5 to 6 customer service representatives, providing coaching, feedback, and performance management
• You’ll manage complex customer escalations, ensuring timely and effective resolution
• In this role, you’ll design and optimize workflows, improving efficiency and consistency across customer operations
• You’ll leverage AI tools and automation to enhance customer support and reduce friction
• You’ll analyze customer data and trends to inform process improvements and strategic decisions

Skills and Qualifications

• 3+ years of experience in customer success, customer operations, or account management
• Experience in a fast-paced tech or fintech environment is strongly preferred
• Demonstrated experience managing or mentoring a team
• Strong understanding of workflow optimization and process improvement
• Hands-on experience and strong interest in AI tools and automation in daily work
• Excellent problem-solving skills and ability to handle complex customer issues
• Strong communication skills with a proactive and solutions-focused mindset

Note from the Hiring Manager
We’re looking for someone who thrives in a fast-moving environment, enjoys solving complex problems, and is excited to use AI in meaningful ways to improve both team performance and customer experience.

Why Partner with Altis
If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.

We appreciate the time and effort all applicants invest in their submissions. Please note that only candidates shortlisted for this role will be contacted directly. However, your profile will remain under consideration for future opportunities that align with your experience and career goals. All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2SLGBTQIA+ communities. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions. Our human recruiters review all applications and always make the final hiring decision. On occasion, we also use AI-assisted tools to help review applications.