About Snaplii
Snaplii is on a mission to transform the payment industry by delivering a seamless and rewarding experience for every transaction. As one of the fastest-growing fintech companies in Canada, we empower over 200,000 customers across the U.S. and Canada to process more than $70 million annually, redefining how people and businesses engage with payments.
Ranked among the top 200 apps on the Apple App Store, Snaplii has established itself as a leader in the industry. Our robust network includes partnerships with over 200 iconic brands, such as Walmart, Harry Rosen, and Esso, offering instant cashback and exclusive rewards that elevate everyday shopping experiences.
If youre driven by the opportunity to revolutionize payments and contribute to an innovative fintech that is reshaping commerce across North America, we invite you to join our dynamic and forward-thinking team. Together, lets make payments effortless, frictionless, and rewarding for all.
About the Role
This role is ideal for a seasoned customer service professional with leadership experience. As the Customer Support & Engagement Lead, you will oversee day-to-day operations, manage a team of support associates, and develop strategies to improve customer satisfaction and retention. You will also collaborate cross-functionally with product, marketing, and operations teams to ensure customer insights inform business decisions.
Key Responsibilities
- Lead and manage a team of customer support associates, providing guidance, training, and performance feedback.
- Develop and implement processes to improve customer experience, efficiency, and resolution times.
- Monitor customer interactions across phone, email, and live chat to ensure quality standards are met.
- Analyze customer feedback and support metrics, providing actionable insights to enhance service delivery.
- Collaborate with internal teams (product, marketing, and operations) to resolve complex issues and drive continuous improvement.
- Handle escalated customer issues and act as the final point of resolution when needed.
- Develop and manage customer support KPIs, ensuring team performance aligns with company goals.
- Recruit, train, and onboard new team members as needed to meet operational demands.
- Stay updated on industry best practices and emerging tools/technologies to enhance the support function.
Who You Are
- Bachelors degree in business, communications, or a related field.
- 5+ years of experience in customer support or service roles, with at least 2 years in a leadership or supervisory role.
- Proven ability to manage and develop teams, with strong leadership and coaching skills.
- Expertise in customer support metrics and KPIs, with the ability to drive data-informed improvements.
- Strong problem-solving and conflict resolution skills, with experience handling escalated customer issues.
- Excellent communication and interpersonal skills, able to work cross-functionally with multiple teams.
- Experience with customer service tools and CRMs (e.g., Zendesk, Freshdesk) is a plus.
- Familiarity with the North American market and customer expectations is preferred.
- Proactive, adaptable, and able to thrive in a dynamic, fast-paced environment.
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