Customer Experience Team Lead

Calgary

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Support

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Full-time

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At Neo, we empower people to get the most out of their money and time. We're a tech company reimagining everyday banking from the ground up to create rewarding experiences and build community for all Canadians. We're looking for passionate go-getters who want to move fast and create a lasting impact.

Neo Financial is looking for a full-time Customer Experience Team Lead to join our team in Calgary.

We need someone who thinks it’s perfectly normal to have insane, ambitious goals your friends don’t always understand; like building a digital-only bank that provides the best customer support in the country. Seriously, that’s the goal: completely upend the banking industry in Canada by providing both amazing service and an amazing product to Canadians.

How will you fit in? You see phone, email and chat as nothing more than three different ways to delight people every day.

What you'll be doing:

  • Build a company that WOW’s Canadians. You’ll be ground level at one of Canada’s fastest-growing startups, where both you and the company will be growing by faster than you thought possible.  
  • In one year, you’ll have the opportunity to train and mentor more people than you thought possible. By creating an environment where everyone thrives and hits their potential, you’ll be a part of creating the best customer experience in Canada.
  • With rapid growth, you’ll need to embrace and drive change. What works today won’t work when we celebrate our millionth member and you’ll be a crucial part of adapting the team, processes and tools to help us get there.
  • You believe in leading by example. You don’t just give orders, you’re always available to help on the front lines.  This means you’re able to hop on the phone, answer emails or do whatever it takes to provide our customers with world-class customer service.
  • Be a champion and the voice of our customers by sharing feedback internally to drive a continuous improvement of our customer experience and products. Have great ideas? Know how to understand what someone is really asking? We need you.
  • Our product grows and changes daily. Nothing is static, this is a role for someone who thrives on change and growth.
  • We don’t just want to change the way Canadians think about banking. We also want to change the way people think about work. Your ability to build open, honest and authentic relationships with everyone at Neo will allow you to make an impact here.
  • Show us how you can do more with less as we design and build the supporting training, processes, tools and reporting to effectively run the Neo's customer experience centre together.

Who we're looking for:

  • You want to build something that will impact millions. You want to leave a legacy of creating a support team and culture that changes the way Canadians think about banking. You feel like you have a purpose in life to build and create.
  • You know that in order to impact millions, you need to strong team, pulling in the right direction. You’ll be a key person in helping grow the support team from 4 to 40 over the next 12 months.
  • With that purpose comes a mentality of growth and ownership, a habit of taking calculated risks, a strong desire to be part of a high functioning team, and an understanding of what it takes to achieve big results.
  • You’re a pragmatic problem solver, always looking at what can be fixed today and what’s inside your control.  
  • Teamwork and leadership come naturally. You were the leader on group projects in school, the team captain on sports teams or the star of the drama club. You understand working towards a common goal and how to push a group to hit their potential.  

What will help you succeed:

  • You care about people, and are the first person to offer a hand to help. It makes you happy to see your friends succeed and you can’t imagine not helping in a situation where you could.
  • You. Get. Things. Done. You take ownership of problems, are quick to say “I don’t know” and fast to work towards a solution.
  • You’re not necessarily a financial expert, but you’ve got your ducks in a row and understand the difference between interest owed and interest earned.
  • You’ve played around with being an entrepreneur, created a couple shopify sites and at least thought about starting a house painting company over your university summers.
  • If you don’t have a passion for growth and excellence, you’ll be really frustrated working with a group of people who strive to reach their full potential every day.
  • You take ownership over your work and outcomes. You leave when the job is done, not at 5 pm

What it’s like to work with us:

At Neo, you’ll be working with industry-leading technology that changes the way we live and realize a better financial future. It’s a serious deal, but that doesn’t mean we don’t know a thing or two about having fun. Our entrepreneurial environment gets our adrenaline pumping and beats the regular 9-5 job. We’re in it together, always. Gain hands-on experience and be part of the future.

About applying with Neo:

Please apply using Chrome, as applications are only supported using Chrome on desktop.

Neo Financial is an equal opportunity employer. We are excited to meet with and hire the top talent out there. We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Successful candidates for this position will be required to undergo a security screening, including a criminal records check and may require a credit check.