Customer Service Operations Manager
Toronto, Ontario, Canada · Full Time
Be the first to apply
- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 hours ago
- Work mode
- In office
- Education
- Bachelor’s degree
- Eligibility
- Candidates who meet the experience, education, language, and background requirements, and who grew up and were educated in Canada, are eligible to apply. Preference may be given to applicants with experience in Canadian consumer finance, banking, lending, or fintech organizations.
- Resume
- Required to apply
Where you'll work
Job description
Role Overview
BGone Consultants is supporting the launch of a Canadian customer service operation for a fast-growing Chinese fintech business that is entering the Toronto market. The company is seeking a seasoned Customer Service Operations Manager to create the service function from the ground up and lead it through its early growth phase. This position is based in Toronto and requires on-site presence.
This is a high-impact leadership role for someone who wants to shape customer experience, service delivery, compliance, and team structure in an expanding international financial services environment.
What You’ll Be Responsible For
- Setting up and overseeing customer support across phone, web-based support, email, and social channels.
- Creating and rolling out SOPs, service benchmarks, QA processes, KPIs, and staffing plans.
- Recruiting, coaching, and managing customer service leaders, quality reviewers, and training personnel.
- Improving customer satisfaction, handling complaints effectively, and raising overall service performance.
- Making sure all service activities follow Canadian consumer protection rules, PIPEDA, and relevant financial services obligations.
- Working in close partnership with Product, Risk, Compliance, Technology, and Operations teams to enhance the customer journey and business outcomes.
What the Role Requires
- A bachelor’s degree or higher.
- At least 5 years of experience managing customer service operations.
- Minimum 2 years of experience leading teams of 10 or more customer service agents.
- Strong knowledge of Canadian customer expectations and consumer behavior.
- Excellent English communication abilities at a native level.
- Candidates must have grown up and completed their education in Canada.
Preferred Industry Background
The employer is especially interested in candidates with prior experience at one of the following or similar organizations: goeasy Ltd., Spring Financial, RBC, TD Bank, Scotiabank, BMO, CIBC, or other licensed consumer finance, lending, banking, or fintech companies in Canada.
Why This Opportunity Stands Out
- Help build a customer service organization from the beginning.
- Join a rapidly scaling international fintech business.
- Work closely with senior leaders and contribute to strategic decisions.
- Access a competitive compensation package and future career growth opportunities.
Additional Information
The role is based in Toronto, Ontario, Canada and is fully on-site. The company is expanding its local operations and is looking for someone who is passionate about customer experience, operational excellence, and financial services.