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 contribute to improving workflows, tooling, and the overall customer journey. You will act as a key resource for the CX team, helping to drive consistency, quality, and continuous improvement across all customer interactions, including how we leverage AI-driven tools to deliver scalable support.
This posting is for an exiting vacancy
Our commitment to diversity, equity and inclusion
We are an equal opportunity employer and are committed to diversity at our company. We do not discriminate on the basis of race, religion, culture, sexual orientation, gender identity and physical ability.
Diversity of backgrounds, perspectives, and experience is fundamental to our business. We believe in fostering an environment where team members of all backgrounds can feel comfortable bringing their whole selves to work every day. We aim to ensure all of our employees work in an environment that makes them feel valued, heard, and supported while they strive towards career pursuits and their personal and professional growth.
We are committed to providing accommodations for all candidates that require them and in all aspects of the recruitment, selection, and/or assessment process. If you are selected to participate in any part of the selection and/or assessment process, please inform us of any accommodation(s) that you may require.
AI Disclosure
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
We’re flattered that you’d like to join our team, but only applicants selected to proceed in the hiring process will be contacted.