Customer Service Operations Manager

Toronto, Canada (On-site)

A leading Chinese FinTech company is expanding into Canada and building its local operations team. We are looking for an experienced Customer Service Operations Manager to establish and lead our customer service organization from the ground up.

This is a rare opportunity to join a high-growth international fintech company at an early stage and play a key leadership role in shaping customer experience, service operations, compliance, and team development in the Canadian market.

Key Responsibilities

• Build and manage customer service operations across call center, online support, email, and social media channels.

• Design and implement SOPs, service standards, quality assurance programs, KPIs, and workforce planning processes.

• Lead and develop a team of customer service professionals, including Team Leaders, QA, and Training staff.

• Drive customer satisfaction, service quality, complaint resolution, and o...