Our client is a rapidly growing global fintech platform providing advanced online trading solutions, and they're seeking a VP of Customer Support to help build out their Canadian operations.
Location: Toronto (North York)
Hybrid / in-office
This leadership role is crucial in shaping the customer experience strategy and driving operational excellence across customer support. You'll lead a high-performing team, champion customer advocacy, and collaborate across departments to drive innovation in customer care.
Key Responsibilities:
- Lead and mentor a diverse support team to foster a positive, high-performance culture.
- Develop and execute customer support strategies aligned with business goals.
- Enhance support systems, workflows, and tech for better user satisfaction.
- Collaborate cross-functionally to channel customer feedback into product improvements.
- Manage crisis resolution and escalations with professionalism and urgency.
- Establish KPIs and monitor team performance for continual improvement.
- Stay informed on trading and fintech trends to evolve support services.
Requirements:
- 5+ years in customer support, ideally in fintech or tech industries.
- Strong leadership and team development skills.
- Commitment to outstanding customer service.
- Excellent written and verbal communication skills.
- Adaptability to tech and willingness to learn finance and trading concepts.
- Critical thinking and workflow optimization abilities.
