Customer Support Lead

Loop; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

An innovative FinTech startup is seeking a Customer Support Lead to enhance client satisfaction and streamline support processes. This role involves leading a dedicated team, resolving complex issues, and improving customer experiences. You will work closely with key customers, ensuring their smooth onboarding and satisfaction with the platform. The ideal candidate thrives in a fast-paced environment, has a strong customer service orientation, and is passionate about mentoring a team. Join a dynamic organization that values innovation and collaboration, and help shape the future of customer support in financial services.

Benefits

Equity options

Health benefits

Snacks and drinks

Catered lunch on Mondays

Qualifications

• 3-5 years of customer support experience, including team leadership.
• Proven ability to enhance customer satisfaction and efficiency.

Responsibilities

• Lead and mentor a team of customer support representatives.
• Monitor support metrics and implement improvement strategies.
• Act as a customer advocate to drive product and service enhancements.

Skills

Customer Service Orientation

Communication Skills

Problem-solving Skills

Team Leadership

Relationship Building

Analytical Skills

Adaptability

Technical Aptitude

Education

Bachelor's Degree (preferred)

Tools

Salesforce

Job description

Loop is a fast-growing FinTech high growth startup that enables businesses to seamlessly manage money around the world so our clients can access more markets, accelerate their growth and simplify their operations with the only truly cross-border banking platform. Loop is enabling the next generation of businesses to thrive around the world and we are looking for ambitious people to join our mission.

About the Role

Hi, I'm Arjun, Director of Product, at Loop and I am hiring for a Customer Support Lead to oversee the Customer Support and Operations function and provide best in class support to our customers.

This role is an onsite position 5 days per week at our downtown Toronto office (Adelaide and Spadina).

Where You Come In

We are seeking an experienced and customer-focused Customer Support Lead to join our team and take ownership of delivering exceptional support to our clients while leading and improving our customer support processes.

In this role, you will ensure customers receive efficient onboarding, timely issue resolution, and a seamless overall experience. As a key lead in our support function, you will proactively identify opportunities to enhance customer satisfaction and mentor the support team to maintain a high standard of service.

In general, you’ll spend roughly 60% of your time working directly with key customers and 40% leading projects and initiatives, such as training team members, refining processes, and improving documentation and customer resources.

What You'll Be Doing

1. Lead, mentor, and develop a team of customer support representatives to ensure excellent customer service delivery.
2. Serve as the escalation point for complex customer issues, ensuring timely and effective resolution through hands-on troubleshooting and collaboration with cross-functional teams.
3. Support customers with onboarding, product inquiries and challenges, ensuring their smooth adoption and satisfaction with the platform.
4. Monitor key support metrics (e.g., response time, customer satisfaction, resolution rates) and implement strategies to improve performance.
5. Collaborate with internal teams, including product, engineering, and operations, to escalate and resolve technical issues and customer pain points efficiently.
6. Develop and maintain resources such as help center articles, onboarding guides, and internal process documentation to enhance team efficiency and the customer experience.
7. Analyze customer feedback and trends to proactively identify recurring issues and opportunities for process and product improvements.
8. Assist in scaling the customer support function by identifying new tools, workflows, or training opportunities to improve team productivity and the customer journey.
9. Act as a customer advocate, communicating needs and insights back to internal teams to help drive product and service enhancements.
10. Build foundational relationships with key customers and continue to deliver a world class experience for them and their teams.

What We're Looking For

1. 3-5 years of experience in customer support, including team leadership, within the Fintech, SaaS, or financial services industry.
2. Proven ability to lead and develop a customer support team while maintaining a hands-on approach to solving customer challenges.
3. Strong customer service orientation with excellent communication, interpersonal, and problem-solving skills.
4. Highly capable in building relationships with customers and understanding their pain points to support product discovery.
5. Experience analyzing support metrics and driving process improvements to enhance customer satisfaction and efficiency.
6. Proficiency with customer support tools and CRM systems (ideally Salesforce) and a technical aptitude for troubleshooting software applications.
7. Interest in financial services, with the ability to understand technical financial terms and complex product offerings.
8. Ability to prioritize, multitask, and adapt in a fast-paced, dynamic environment.
9. Flexibility to provide leadership support during peak times, including occasional evenings or weekends as needed.
10. Passion for innovation, delivering exceptional customer experiences, and fostering a collaborative, customer-first team culture.

It's a Bonus if You Have

1. Experience in FinTech.
2. Experience working with small teams, particularly at start-ups.

What we offer

1. Salary range CAD$70,000-90,000 base annual, commensurate with experience.
2. Equity ranging 0.01-0.1%.
3. Enrollment in group's health benefits after probation period.
4. This role is onsite in our downtown Toronto office.
5. Kitchen full of snacks and drinks to keep you going throughout the day.
6. Catered lunch on Mondays (we take recommendations!).

Interview Process

1. 30 minutes video call with hiring manager, Arjun, Director of Product.
2. 60 minutes in person meeting with 2 team members.
3. Take home questionnaire to get to know you better.
4. 60 minutes in person meeting with Sarah, Chief of Staff, and Cato, CEO and Co-Founder.
5. Background check and offer.

How to Apply

To apply for this position, please click apply and submit along with your resume and a brief paragraph on you think is the most important when managing a customer success and support team. Please also share with us your favourite restaurant in Toronto (we're always on the lookout for recommendations!).

Loop is committed to creating a diverse culture. We encourage you to apply regardless of who you are or where you came from - what matters is the journey ahead. Put simply, if you’re unsure about your qualifications for this position, we’d still encourage you to apply!