Customer Experience & Operations Lead, FinTech -Payments Platform

Overview

Are you a successful, communicative, driven Customer Experience leader?  Are you strategic in nature, yet have the ability to ensure that all client needs are being met or exceeded?  Do you love working in an entrepreneurial organization surrounded by like-minded, people, who are fired up about growing a great company?  If this sounds like you, then please, keep reading.

Our Client is a Startup Fintech company that has reimagined financial systems and is building innovative products to help growing businesses with tools for employee retention and financial wellness. They are growing quickly and have engaged us on a search to find them a Customer Experience & Operations Lead who will be tasked with establishing processes and best practices to build on as they grow. This position will report to the COO and will be hands-on with all functional areas of the business to oversee the customer service team, collaborate with operations, and eventually build out Customer Success for the company.

The Ideal Persona

We're seeking a Customer Experience & Operations Lead who thrives on building from scratch, navigating ambiguity, and designing efficient, scalable processes that drive customer satisfaction and operational excellence. This is a high-impact role ideal for someone who brings strong operational acumen, analytical thinking, and customer empathy — even if they haven’t come up through a traditional customer support ladder

What You Will Own

• Operational Design & Execution
  Build scalable processes, SOPs, and internal playbooks for customer support, issue resolution, and earned wage access workflows.

• Issue Investigation & Debugging
  Serve as a problem-solver-in-chief — investigate customer issues deeply, trace system interactions, and collaborate cross-functionally to drive resolution.

• Support Function Leadership
  Act as the internal owner of the customer experience function; work closely with an outsourced support partner to manage escalations and coverage.

• Process & Policy Development
  Translate customer-facing pain points into actionable internal workflows and future-proof systems.

• Training & Enablement
  Create onboarding and training materials to upskill internal and external support teams as the function grows.

• Data-Driven Insights
  Leverage data and metrics to continuously improve internal operations and customer satisfaction.

Who You Are

• Operationally Minded: You've set up or rebuilt operational processes from the ground up — ideally in a startup or fast-scaling environment.

• Analytical & Structured: You bring a systems-thinking mindset and comfort with root cause analysis and decision frameworks.

• Technically Fluent: You’re not an engineer, but you understand technical systems well enough to debug, troubleshoot, and communicate with dev teams.

• Multi-Dimensional: You might come from operations, product, analytics, or even accounting — but you’ve built, improved, and owned cross-functional systems.

• Customer-Centric: You understand how operations impact customer satisfaction and business outcomes.

• Fintech Friendly: Bonus if you’ve worked in earned wage access, payments, or card processing.

What You Bring

• Experience building or scaling internal processes in a complex, tech-driven business

• Comfort in early-stage or unstructured environments

• Strong writing and communication skills

• Familiarity with tools like Zendesk, Looker, SQL, or similar is a plus

• A willingness to roll up your sleeves and solve problems hands-on

Bonus Experience

• Ops or finance backgrounds (e.g., business operations, revenue ops, controller/CPA who moved into strategic ops)

• Analytics or policy development experience

• Experience supporting high-growth functions through scale-up stages

• Exposure to or ownership of BPO/vendor management

Why This Role

• This is a build-it role — not a manage-what’s-already-there role. You’ll be the architect of a high-leverage function that directly impacts both user trust and operational maturity. If you’re someone who likes being the go-to operator in an ambitious company — this is your moment.

Additional

• Competitive compensation with a target base salary range from $130,000 to $150,000 + equity.

• Remote work environment based anywhere in Canada.

• Opportunities for professional growth and development

Contact

Darrell Bowman at darrell@corporate.bc.ca