Customer Service Operations Manager

About the role

We are a fast‑growing Chinese FinTech expanding into Canada and need a seasoned Customer Service Operations Manager to build and lead our customer service function from the ground up. This senior role will shape the customer experience, ensure regulatory compliance, and drive operational excellence across multiple channels.

Key responsibilities

• Design, launch and manage call‑center, online, email and social media support operations.
• Create SOPs, service standards, quality‑assurance programs, KPIs and workforce‑planning processes.
• Recruit, coach and develop a team of Team Leaders, QA specialists and trainers.
• Monitor and improve customer satisfaction, complaint resolution and overall service quality.
• Ensure compliance with Canadian consumer protection laws, PIPEDA and financial‑services regulations.
• Partner with Product, Risk, Compliance, Technology and Operations to enhance the customer journey and business performance.

Required profile

• Bachelor’s degree or higher.
• 5+ years of experience managing customer service operations.
• 2+ years leading teams of 10+ representatives.
• Deep knowledge of Canadian consumer behavior and service expectations.
• Native‑level English communication skills and a background of being raised and educated in Canada.

Required skills

What we offer

• Opportunity to build a customer service function from 0 to 1.
• Work with a rapidly expanding international FinTech.
• Direct interaction with senior leadership and influence on strategic decisions.
• Competitive compensation and long‑term career growth prospects.