_{26th March, 2025}

Our client is a rapidly growing global fintech platform providing advanced online trading solutions, and they're seeking a VP of Customer Support to help build out their Canadian operations.

Location: Toronto (North York)

Hybrid / in-office

This leadership role is crucial in shaping the customer experience strategy and driving operational excellence across customer support. You’ll lead a high-performing team, champion customer advocacy, and collaborate across departments to drive innovation in customer care.

Key responsibilities

• lead and mentor a diverse support team to foster a positive, high-performance culture
• develop and execute customer support strategies aligned with business goals
• enhance support systems, workflows, and tech for better user satisfaction
• collaborate cross-functionally to channel customer feedback into product improvements
• manage crisis resolution and escalations with professionalism and urgency
• establish KPIs and monitor team performance for continual improvement
• stay informed on trading and fintech trends to evolve support services

Requirements

• 5+ years in customer support, ideally in fintech or tech industries
• strong leadership and team development skills
• commitment to outstanding customer service
• excellent written and verbal communication skills
• adaptability to tech and willingness to learn finance and trading concepts
• critical thinking and workflow optimization abilities
• proactive, solutions-focused mindset

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