Strategy & Operations Manager, Customer Experience
About Bree
Bree is a consumer finance platform that brings better, faster, and cheaper financial services to over half the Canadian population who live paycheck to paycheck. We were part of Y Combinator in 2021 and raised a $2M seed round shortly after. We are growing at a double-digit monthly rate and are profitable.
Our culture is defined by extreme ownership, a bias for action, tenacious problem-solving, and striving to be 1% better every day.
About the Role
We’re looking for an Strategy & Operations Manager, Customer Experience based in Toronto to lead and manage a team of 30 customer support agents overseas.
This role combines team leadership, operational ownership, and strategic improvement of the customer experience. You will act as the “control tower” for CX, ensuring the support team delivers exceptional service while owning the day-to-day operation of the support function. This role requires a strong bias for action — when something impacts customers or agents, you move quickly to resolve it and ensure the team has the correct guidance.
Success in this role requires both leading the team and operating the support function as a system - closely monitoring support activity, responding quickly when operational issues arise, and ensuring agents always have the correct information, tools, and SOPs to support customers effectively.
What Success Looks Like in This Role
Lead and Develop the Support Team: You will manage team leads and support agents to ensure strong performance, high-quality customer interactions, and a positive team environment. You will coach team members, monitor performance metrics, and continuously improve the team’s effectiveness.
Own Real-Time CX Operations: You are responsible for the real-time operation of the support function. When issues arise that impact customers or agents, such as launches, SOP updates, product issues, or operational changes, you act quickly to ensure the team has the correct guidance and information. You proactively monitor support activity and resolve operational issues before they escalate.
Drive CX Improvements:You analyze support trends, customer feedback, and operational data to identify opportunities to improve the product and support processes. You work closely with product, engineering, and leadership to ensure customer insights translate into meaningful improvements.
Why You Should Join Us
This is a fantastic opportunity for a high-ownership operator who thrives in a fast-paced startup environment. You’ll have the chance to lead a talented team, work cross-functionally with other departments, and play a critical role in shaping the customer experience as Bree continues to grow.
Bree is at an exciting stage in our journey. We’ve built a product with proven demand, raised capital from world-class investors, and are scaling rapidly. You will be on the ground floor of an early-stage company, helping us deliver exceptional service to our growing customer base.
Who You Are
You Thrive in Fast-Paced Environments: You are comfortable operating in an environment where priorities shift quickly and new challenges arise frequently. You are adaptable and able to reprioritize quickly when operational issues arise.
You Have a Strong Bias for Action: When something impacts customers or the support team, you act quickly rather than waiting for perfect processes. You prefer solving problems immediately and improving the system afterward.
You Take Extreme Ownership: You take full responsibility for the performance of the support team and the outcomes of your work. If something is impacting the customer experience, you take initiative to address it without waiting for direction.
You Own Your Commitments: When you promise deliverables or timelines to stakeholders, you take those commitments seriously. You either deliver on time or proactively flag risks early and communicate clearly.
You Are a Strong Operator: You are highly organized and capable of managing multiple priorities in a fast-moving environment. You can balance operational issues, team leadership, and strategic initiatives simultaneously.
You Develop and Support Your Team: You are passionate about helping your team succeed. You coach team members, provide constructive feedback, and build a culture of accountability and collaboration.
You Are Customer Obsessed: You care deeply about the customer experience and are motivated to continuously improve how customers interact with Bree.
Qualifications
Operations & Ownership: Experience managing operational workflows, improving processes, and identifying opportunities to improve efficiency and customer experience.
Leadership: 2+ years of people management experience, ideally managing a remote customer support team.
Customer Support Expertise: Familiarity with key customer support KPIs (contact rate, wait time, resolution time, CSAT) and experience improving these metrics.
Problem Solving: Strong critical thinking skills and the ability to identify root causes of customer issues and operational problems. Experience using data to drive improvements is a plus. SQL proficiency preferred.
This role is best suited for someone who enjoys operating in a fast-moving startup environment and is comfortable balancing leadership responsibilities with hands-on operational work. Priorities may shift quickly based on launches, operational issues, or customer needs. If you prefer highly structured workflows or slower planning cycles, this role may not be the right fit.
Benefits
Competitive compensation package
$250 monthly lunch stipend
$150 monthly commuting stipend
Comprehensive health, dental, and vision coverage
Parental leave
Unlimited PTO