Team Lead, Customer Experience

Fig is a new Fintech start-up revolutionizing the lending industry in Canada, looking for a Team Lead, Customer Experience to own and elevate the performance of Customer Experience at Fig.

Requirements

• Experience: 3-5 years of experience in customer experience, customer support, or operations, preferably within a fast-paced or fintech environment.
• Problem-Solving & Escalations: Proven ability to manage complex customer issues and escalations with strong judgment and attention to detail.
• Analytical Skills: Strong understanding of CX metrics and the ability to use data to identify trends and drive improvements.
• Communication: Excellent verbal and written communication skills, with the ability to clearly and effectively handle both customer and internal interactions.
• Team Support: Experience supporting or coaching peers (formally or informally), with a focus on improving team performance and consistency.
• Operational Mindset: Strong attention to detail and ability to navigate multiple tools, systems, and workflows effectively.
• Ownership & Adaptability: A proactive, ownership-driven mindset with the ability to operate effectively in a fast-paced, evolving environment.
• AI Exposure: Experience working with or alongside AI-powered customer support tools (e.g., chatbots, voice automation) or strong curiosity and willingness to learn.

Benefits

• Competitive compensation ($70,000 – $80,000 base + bonus)
• Retirement savings program with employer matching
• Comprehensive medical, dental, and vision group insurance, as well as health and wellness spending accounts
• Generous time off to help you recharge
• Parental top-up to support your growing family
• Continuing education stipend to support your professional development