Customer Support Manager

NorthOne, Inc.; Toronto; Remote; CAD 90,000 - 110,000; Full time

Job summary

North One, a remote-first startup in the FinTech sector, is seeking a Customer Support Manager to lead a hybrid support team. This role entails enhancing customer satisfaction through innovative service strategies, while leveraging AI and automation. Candidates should possess strong experience in customer support, particularly in the fintech space.

Benefits

Top-tier health/dental benefits

Remote-first work

Professional development budget

Powerful gear

Qualifications

• Previous experience leading customer support teams.
• Hands-on experience with Intercom.
• Strong knowledge of AI and automation tools.

Responsibilities

• Lead and manage a high-performing hybrid team of human and AI agents.
• Train and optimize AI agents for improved performance.
• Own customer experience across multiple communication channels.

Skills

Customer happiness

AI knowledge

Quality management

Proactive mindset

Tech-savvy

Education

Experience in fintech, banking, or financial services

Experience at a VC-backed startup

Tools

Intercom

Job description

North One is a business banking and financial management platform for small businesses across America. We don’t stop at being a faster, easier and simpler version of a bank - we’re focused on creating better financial outcomes for our customers by changing the definition of what a bank can do. We’re building a digital finance department for every small business in America with our business bank account as its foundation.

Our mission is to build a connected business banking and financial management platform that lets anyone run a successful small business. Our team believes deeply in the transformative power of entrepreneurship and wants to democratize taking ownership of your economic independence.

North One is looking for a Customer Support Manager to join our high performing team . We are a remote-first, venture-backed startup at the heart of the FinTech movement and we’re reshaping financial services and banking for small businesses across America. We are backed by some of the best VCs in the world and are solving important problems.

Our product & mission

North One is a business banking and financial management platform for small businesses across America. We don’t stop at being a faster, easier and simpler version of a bank - we’re focused on creating better financial outcomes for our customers by changing the definition of what a bank can do. We’re building a digital finance department for every small business in America with our business bank account as its foundation.

Our mission is to build a connected business banking and financial management platform that lets anyone run a successful small business. Our team believes deeply in the transformative power of entrepreneurship and wants to democratize taking ownership of your economic independence.

Our team

We’re known for our customer service — seriously, our customers rave about it. As our Customer Support Manager , you’ll lead our hybrid support team of human and AI agents to deliver an industry-defining support experience. You’ll report directly to our Chief Customer Officer and collaborate with cross-functional teams to ensure we stay way ahead of the curve. You’ll be joining a team who have helped build companies like Chime, Twitter, Instacart, E-Trade, McKinsey, Etsy, eBay and more.We’re a team of A-players who are all-in on solving big, important problems.

Responsibilities

• Lead and manage a high-performing hybrid team of human and AI agents
• Coach, support, and develop human agents — you’ll be their go-to for escalations, quality, and professional growth
• Train, monitor, and optimize AI agents — helping improve performance, tune for speed and accuracy, and onboard new knowledge
• Own Intercom — as our in-house expert, you’ll implement new tools, workflows, and automations to delight customers and empower agents
• Own Support across multiple channels – our customers interact with us across in-app chat, email, phone and social channels. You and your team will own the customer’s experience across all of these communication channels.
• Shape the future — constantly evaluate our tools and processes, stay on top of CX and fintech trends, and help define what “world-class support” really means

Requirements

The skills required for this role -

• You’ve led customer support teams before and know what great looks like
• You have hands-on experience with Intercom
• You’re AI-fluent with a strong knowledge of AI and automation tooling for customer support
• You’re obsessed with quality and customer happiness
• You bring a proactive, owner’s mindset to your work
• You’re curious, tech-savvy, and love experimenting with new tools
• You have experience in fintech, banking, or financial services
• You have experience at a VC-backed, scaling startup
• You come from a family of small business owners

As a valuable member of North One’s team, you’ll get:

• Family coverage of top-tier health/dental benefits: Get the right coverage for what matters most.
• Remote-first work: You decide where you work. You can work from home, visit one of our in-person hubs, or work while you travel.
• Professional development budget: Enjoy an annual budget to deepen your expertise
• Powerful gear: We’ll make sure you have the right tech to do your best work.
• Market range for this role at North One is $90,000 - $110,000 CAD.

Few people have been trained for this sort of role, and research shows that women and people from underrepresented groups are less likely to apply if they hav›en’t satisfied every requirement. If you are this close to what we’ve described, but aren’t sure, apply. Let’s figure out together if this is where you could shine.

North One is proud to be an equal-opportunity employer and celebrates diversity. We welcome all applicants regardless of race, colour, gender, age, religion, sexual orientation, disability status or national origin.