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 responsibilities:

Advanced Operational Support

• Provide operational expertise to Customer Success Managers (CSM) 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.

Personal skills:

• Proven experience in an operations-focused role, preferably within a SaaS environment.
• Highly self-motivated, results-oriented, and thrives in a fast-paced, startup culture.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Exceptional written and verbal communication abilities in both French and English, with strong interpersonal skills to effectively collaborate across teams and with customers.
• In-depth understanding of customer support processes, escalation management, and workflow optimization.

Technical abilities:

• Proficient in using customer support and CRM tools (such as HubSpot).
• Excellent analytical mindset, with the ability to interpret numerical data to identify trends and opportunities.
• Meticulous attention to detail, with a structured and rigorous approach to work.
• Basic knowledge of SQL or experience using AI tools for data analysis is considered an asset.

Why join us:

• Competitive compensation (based on experience), with 50% coverage of group health insurance premiums.
• Comprehensive health & wellness support, including health benefits, fitness allowance (gym memberships, classes, team sports), and a $900/year telecommunications allowance.
• Hybrid role based in Canada, with flexibility and autonomy, and only 1 day/month required at the Brossard office.
• Opportunity to make a direct impact in a large, underserved market within a fast-growing, AI-driven company.
• Close collaboration with leadership and strong backing from investors (recent CAD 4M fundraising), with a culture rooted in fitness, health, and innovation.
• Dynamic, close-knit team that values speed, experimentation, boldness, and continuous learning in a supportive environment.

Let's go and leave your mark !