Team Lead, Customer Experience

Job description

About Fig Fig is a new Fintech start-up revolutionizing the lending industry in Canada. Named Consumer Lender of the Year in 2024, Fig is dedicated to simplifying the borrowing process to make it more efficient and accessible for Canadians. Supported by Fairstone Bank and Ontario Teachers Pension Plan, Fig is in a unique position to blend the benefits of extensive lending experience with the agility of a start-up. This combination allows the company to effectively meet the credit needs of Canadians from various financial backgrounds. The Role: This is an exciting opportunity to own and elevate the performance of Customer Experience (CX) at Fig. As a Team Lead, Customer Experience, you will operate at the intersection of frontline support and operational excellence, helping ensure that we deliver high-quality, efficient, and scalable customer experiences. You will help define what modern, AI-powered customer experience looks like in lending, working across both human and automated support channels. This is a high visibility role with direct impact on product, operations, and customer outcomes. In this role, you will take ownership of escalations, support team performance, and contri...