French Bilingual Customer Experience Specialist

Neo Financial•Winnipeg, MB

53d

About The Position

At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly scaling tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada. #1 on Deloitte’s Technology Fast 50 for 2023, 2024, and 2025 — the first company ever to achieve a three-peat at the top! #1 Fastest Growing Company in Canada for 2024 by Globe & Mail Top-ranked mobile apps and credit cards Team of 500+ people 1M+ customers 10K+ retail partners The role of the Customer Success Specialist is to provide excellent customer support, act as a trusted advisor, and expertly resolve complex inquiries that build lasting trust in Neo Financial, while also driving revenue through customer retention and strategic cross-selling. This role focuses on high-impact interactions that require strategic thinking and a deep understanding of the customer's needs and Neo's product ecosystem.

Requirements

5+ years in a customer-facing role (in person or digital), preferably in a contact center environment.
Strong written and verbal communication skills in English with a clear, empathetic tone. (French bilingualism written/verbal is an asset)
Proven ability to handle escalations, resolve issues efficiently, and stay calm under pressure.
Strong typing skills with a recommended speed of at least 50 WPM - a typing test may be required during the interview process.
Comfortable managing multiple chat conversations simultaneously while maintaining accuracy and quality.
Has a solid understanding of financial services or financial literacy.
Naturally curious with an investigative mindset - you love solving problems and figuring things out.
Comfortable with change and learning on the fly - you adapt quickly in a fast-evolving environment.
Thrives in high-performing, feedback-driven teams where excellence is the norm and top performers are recognized and supported.

Nice To Haves

Experience with real-time support tools, reporting dashboards, and fin-tech apps.
Exposure to Quality Assurance frameworks and an interest in improving quality at scale.
A Bachelor's degree in a related field.
Background in FinTech, financial services or banking

Responsibilities

Expertly resolve complex customer inquiries via phone and chat, focusing on issues that require deep product knowledge, critical thinking, and coordination across multiple teams.
Serve as a brand ambassador, proactively identifying opportunities to guide customers to the best solutions, which may include new products or services that align with their needs and financial goals, thereby driving cross-selling and retention.
Strategically navigate ambiguous situations and provide a clear path to resolution, acting with a high degree of autonomy and judgment.
Ensure meticulous documentation of all customer interactions in the CRM, capturing not only the resolution but also key insights for upstream prevention and process improvement, and potential revenue opportunities.
Maintain strict adherence to all defined service level agreements (SLAs), regulatory requirements, and internal policies.
Act as a primary point of contact for high-value or escalated customer interactions, demonstrating exceptional emotional intelligence and de-escalation skills.