Team Manager Customer Experience Investly (Fintech)

Location: Hybrid role in Toronto at 483 Bay Street, moving to the Mississauga office at 3 Robert Speck Parkway in approximately late 2026. Current work authorization for Canada is required.

Salary: $105,000–$129,000 CAD total annual cash compensation, including base salary and target bonus.

Company

hirify.global provides investment portfolios and services to individual and institutional investors.

What you will do

• Build and develop the Customer Experience function for the Investly digital product.
• Support users with product and industry questions, onboarding, and adoption barriers.
• Coordinate with subject-matter experts to assign and resolve customer issues within defined timeframes.
• Develop end-to-end customer experience processes across onboarding, engagement, and retention.
• Define and track product support success metrics and prioritize client feedback for product improvement.
• Build and lead a high-performing team while collaborating with the Digital Product Development team and other stakeholders.

Requirements

• Current authorization to work in Canada is required.
• At least 3 years of experience in financial services, including back-office, sales, or client support.
• Experience in client-facing roles and metrics- or data-driven organizations.
• Strong critical thinking, problem-solving, organizational, communication, and leadership skills.
• Proficiency with diverse digital tools and the ability to remain professional in challenging customer situations.
• A university degree or equivalent work experience.

Nice to have

• At least 1 year of experience coaching, training, managing, and mentoring people.
• Experience working with digital products.

Culture & Benefits

• Hybrid and flexible working arrangements.
• Company RRSP contribution after six months, with no employee matching required.
• Employer-paid health benefits from the first day, including mental health and therapy coverage.
• Parental leave top-up, home office equipment support, and generous paid time off.
• Professional development through training courses, tuition reimbursement, and designation rewards.
• Inclusive workplace with Employee Resource Groups and diversity programs.

Hiring process

• Selected candidates are contacted for an interview.
• Recruiters make and finalize hiring decisions; AI-enabled tools support parts of the sourcing process.