FLiiP is revolutionizing fitness business management through our all-in-one SaaS platform. As a seed-stage startup, we've recently raised 4 million CAD and are scaling rapidly, aiming to grow 4x in revenue within 18 months. We serve gyms, yoga studios, martial arts centers, and other fitness businesses with a powerful suite of software solutions that streamline operations and improve member management.

Role overview:

Imagine being the driving force behind exceptional customer journeys and the engine of our company's growth. As our Operations Manager, you won't just oversee processes – you'll architect seamless experiences that delight our customers and fuel our success. This is a rare opportunity to step into a pivotal leadership role, where your vision and operational expertise will directly shape our future.

Key responsabilities:

Advanced Operational Support

• Provide operational expertise to Customer Success Managers to assist them with complex tasks (e.g., data verification, specific configuration management, data investigations).

• Support the growth & sales team by leveraging tools to automate & scale workflows, like the CRM

Management of advanced customer escalations:

• Assume ownership and resolve customer escalations that require deeper expertise or cross-team coordination.
• Diagnose problems, collaborate with the Product and Engineering teams to find solutions, and ensure clear communication with customers.
• Implement and improve the escalation management process.

Payment Expertise and Optimization:

• Become the internal point of reference for FLiiP's platform payment processes.
• Lead internal efforts regarding payment processes (fraud management, onboarding, reporting, …)
• Collaborate with the Product team to influence future payment-related developments and ensure an optimal user experience.
• Document payment workflows and train relevant teams on best practices.

Support Team Leadership and Development:

• Supervise and mentor the team of support agents (small team)
• Define and prioritize support team objectives in alignment with customer and CSM needs
• Implement effective ticket management processes and ensure adherence to SLAs.
• Foster communication and collaboration within the support team and with other departments.

Requirements

• Experience in an operations-oriented role, ideally within a SaaS company.
• Self-motivated, results-driven, and comfortable working in a fast-paced, startup environment.
• Strong understanding of customer support processes, escalation management, and data workflows.
• Proficiency in customer support tools and customer relationship management (CRM) tools. (e.g., Hubspot)
• Excellent analytical skills and the ability to work with numerical data to identify trends and opportunities
• Rigorous, organized, detail-oriented, and able to manage multiple priorities.
• Excellent written and verbal communication skills, and the ability to interact effectively with different teams and customers, in french & english
• Basic knowledge of SQL or experience with AI tools for data analysis is desirable.

Benefits

• Hybrid work (Our office is located in Brossard, QC near Montreal)

• Health, Fitness & Wellness program: We provide all employees an allowance to encourage them to move
• Access to a monthly telecommunications allowance (phone and internet)
• The opportunity to contribute to the growth of a fast-scaling SaaS startup.
• A collaborative, growth-oriented team culture.
• Direct access to the executive team and opportunities for professional development.
• Competitive salary based on your experience