Operations Manager

FLiiP; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A fast-growing SaaS startup in Montreal is seeking an Operations Manager to enhance customer journeys and drive growth. This pivotal leadership role involves overseeing operational processes, managing escalations, and optimizing payment workflows while fostering team development in a collaborative environment.

Benefits

Hybrid work

Health, Fitness & Wellness program

Monthly telecommunications allowance

Professional development opportunities

Qualifications

• Experience in an operations-oriented role, ideally within a SaaS company.
• Proficiency in customer support tools and CRM tools.

Responsibilities

• Provide operational expertise to Customer Success Managers.
• Manage advanced customer escalations and collaborate with teams.
• Supervise and mentor the support team.

Skills

Self-motivated

Analytical Skills

Communication

Tools

CRM Tools

SQL

Job description

FLiiP is revolutionizing fitness business management through our all-in-one SaaS platform. As a seed-stage startup, we've recently raised 4 million CAD and are scaling rapidly, aiming to grow 4x in revenue within 18 months. We serve gyms, yoga studios, martial arts centers, and other fitness businesses with a powerful suite of software solutions that streamline operations and improve member management.

Role overview:

Imagine being the driving force behind exceptional customer journeys and the engine of our company's growth. As our Operations Manager, you won't just oversee processes - you'll architect seamless experiences that delight our customers and fuel our success. This is a rare opportunity to step into a pivotal leadership role, where your vision and operational expertise will directly shape our future.

Key responsibilities:

• Advanced Operational Support: Provide operational expertise to Customer Success Managers to assist them with complex tasks (e.g., data verification, specific configuration management, data investigations). Support the growth & sales team by leveraging tools to automate & scale workflows, like the CRM.

• Management of advanced customer escalations: Assume ownership and resolve customer escalations that require deeper expertise or cross-team coordination. Diagnose problems, collaborate with the Product and Engineering teams to find solutions, and ensure clear communication with customers. Implement and improve the escalation management process.

• Payment Expertise and Optimization: Become the internal point of reference for FLiiP's platform payment processes. Lead internal efforts regarding payment processes (fraud management, onboarding, reporting, ...). Collaborate with the Product team to influence future payment-related developments and ensure an optimal user experience. Document payment workflows and train relevant teams on best practices.

• Support Team Leadership and Development: Supervise and mentor the team of support agents (small team). Define and prioritize support team objectives in alignment with customer and CSM needs. Implement effective ticket management processes and ensure adherence to SLAs. Foster communication and collaboration within the support team and with other departments.

Requirements:

• Experience in an operations-oriented role, ideally within a SaaS company.
• Self-motivated, results-driven, and comfortable working in a fast-paced, startup environment.
• Strong understanding of customer support processes, escalation management, and data workflows.
• Proficiency in customer support tools and customer relationship management (CRM) tools (e.g., Hubspot).
• Excellent analytical skills and the ability to work with numerical data to identify trends and opportunities.
• Rigorous, organized, detail-oriented, and able to manage multiple priorities.
• Excellent written and verbal communication skills, and the ability to interact effectively with different teams and customers in both French & English.
• Basic knowledge of SQL or experience with AI tools for data analysis is desirable.

Benefits:

• Hybrid work (Our office is located in Brossard, QC near Montreal).
• Health, Fitness & Wellness program: We provide all employees an allowance to encourage them to move.
• Access to a monthly telecommunications allowance (phone and internet).
• The opportunity to contribute to the growth of a fast-scaling SaaS startup.
• A collaborative, growth-oriented team culture.
• Direct access to the executive team and opportunities for professional development.
• Competitive salary based on your experience.