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Added 1 min ago
UT
Développeur(se) Backend Sénior | Senior Backend Developer, Ads Privacy
Unity Technologies
Montreal, QC · CAN-Montreal
- Full-time
Dans ce role, vous assumerez la pleine responsabilité de services critiques, de la conception jusqu'à la production. Votre terrain sera le chemin des requêtes, là où une réponse erronée se…
Added 1 min ago
SS
Property & Multi-line Adjuster-Surrey, British Columbia, Canada
SCM Services d’assurances
Surrey, BC
- $56,300 to $78,100 CAD / year
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast;
Added 1 min ago
SS
Liability Adjuster, Hybrid- Burlington, Ontario, Canada
SCM Services d’assurances
Burlington, ON
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast
Added 1 min ago
SS
Liability Adjuster, Hybrid--Peterborough, Ontario, Canada
SCM Services d’assurances
Peterborough, ON
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast
Added 1 min ago
SS
Liability Adjuster, Hybrid-Whitby, Ontario, Canada
SCM Services d’assurances
Whitby, ON
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast
Added 1 min ago
SS
Liability Adjuster, Hybrid-Markham, Ontario, Canada
SCM Services d’assurances
Markham, ON
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast
Added 1 min ago
SS
Bodily Injury Adjuster - Markham, Ontario, Canada
SCM Services d’assurances
Markham, ON
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast.
Added 1 min ago
SS
Property Adjuster, HYBRID- Markham, ON, Canada
SCM Services d’assurances
Markham, ON
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast
Added 1 min ago
SS
Junior Adjuster - Edmonton, Alberta, Canada
SCM Services d’assurances
AB · Edmonton
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast
Added 1 min ago
SS
Account Coordinator - New Westminster, British Columbia, Canada
SCM Services d’assurances
New Westminster, BC
- Full-time
International Programs Group (IPG) is an independent third-party claims administration team that provides claims services for Lloyd's, self-insured entities, and organizations with high…
Added 1 min ago
SS
Intermediate Auto Claims Adjuster - Toronto, Ontario, Canada
SCM Services d’assurances
Toronto, ON
- Full-time
Your claims load is driven by senior executives and business development staff from coast to coast;
Added 1 min ago
SS
Property Claims Supervisor - Hybrid or Remote
SCM Services d’assurances
Markham, ON
- Full-time
…respect to quality and customer service excellence, training and development, and technical support. This role is critical in ensuring the delivery of quality adjusting services while…
Added 2 mins ago
TB
Food Scientist, Cannabis Beverages and Edibles
Tilray Brands, Inc.
London, ON
- $60,000 to $80,000 CAD / year
- Full-time
Reporting to the Senior Director of Manufacturing, the Food Scientist is responsible for the research and development of new cannabis consumer products for adult use, with a focus on…
Added 2 mins ago
D
Senior Analyst, Portfolio and Asset Management
Dream
Toronto, ON
- Full-time
Dream Unlimited is an award-winning Canadian real estate investment, development and management company with approximately $28 billion of assets under management in North America and…
Added 17 mins ago
OC
Senior Analyst, SAP Ariba
Optis Consulting
Vancouver, BC
- Full-time
Optis Consulting is actively seeking a Senior
Added 20 mins ago
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Manager, Communications
Canadian Cancer Society
Halifax, NS
- Full-time
…awareness of CCS’s mission to external audiences. Reporting to the Senior Communications Manager, the role helps to shape communications activities to support CCS’s mission work,…
Added 20 mins ago
SI
Housekeeping
Shannex Incorporated
Miramichi, NB
- Temporary
…healthcare sector, Shannex offers opportunities for growth, development and advancement. And at the end of every day, you will know you’ve made a measured difference in the lives of our…
Added 20 mins ago
M
Senior Communication Specialist
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AB · Alberta, Canada
- Full-time
…mapping, planning, landscape architecture, and environmental services. As a 100% employee-owned and operated firm, with over 1,500 staff members in 31 locations, we are proud to offer…
Added 20 mins ago
SI
Dietary Aide/Culinary Aide
Shannex Incorporated
Miramichi, NB
- Temporary
…healthcare sector, Shannex offers opportunities for growth, development and advancement. And at the end of every day, you will know you’ve made a measured difference in the lives of our…
Added 20 mins ago
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Senior Advisor, Strategic Transaction Advisory and Accounting & Reporting
EY
Montreal, QC
- Full-time
As a Senior Advisor, you will be a professional member of our Advisory Services, Financial Accounting (SCCF) team. In Canada, our specialized SCCF team consists of financial information and…
Added 20 mins ago
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Field Engineering Co-op
Veolia | North America
AB · Edmonton, AB
- Internship
Veolia is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia designs…
Added 20 mins ago
V|
Field Engineering Co-op
Veolia | North America
Oakville, ON
- Internship
Veolia is a global leader in environmental services, operating across all five continents with nearly 218,000 employees. Specializing in water, energy, and waste management, Veolia designs…
Added 20 mins ago
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Software Engineer - Product Lifecycle Information Management
lululemon
Vancouver, BC
- Full-time
The opportunity is for a role in Design & Development space in the Global Product Technology team. The objective is to align strategic intent with in-store execution and compliance to the…
Added 23 mins ago
MV
Engineer-In-Training
Metro Vancouver
Burnaby, BC
- From $77,171.26 CAD / year
- Full-time
- On-site
…challenging projects, while sharing our vision for delivering services and solutions for a livable region now and into the future. You?ll embark on a four-year development plan designed to…
Added 30 mins ago
CA
Senior Architect
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Charlottetown, PE
- Full-time
We are seeking an experienced Senior Architect to join our Charlottetown, PEI office. Reporting to the Director of Architecture, you will work closely with architects, intern architects,…

Beautifi

Manager, Client Experience East

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Apr 4, 2027
Posting language: English
Posted: Oct 6, 2026

Original job description

Job Summary

Beautifi is seeking a Manager, Client Experience to lead the East coast Client Experience team. Reporting to the Senior Manager, Client Experience, this role is accountable for the day-to-day performance, KPI achievement, development, and service outcomes of the Client Experience team in the assigned region.

The Manager role turns team goals into consistent execution, monitoring group performance, coaching employees, managing workloads, resolving complex escalations, running performance reviews, and ensuring the team adopts approved playbooks, processes, and compliance requirements.

The Company

Beautifi is a Canadian financial technology company that offers Canadians flexible financing solutions for elective medical procedures ranging from plastic surgery to fertility, dental, and medical aesthetics. Ranked #8 on Canada’s Top Growing Companies 2026 by The Globe and Mail, with 3,882% revenue growth over three years, Beautifi is one of the fastest growing fintech companies in the country and has achieved success through a customer-centric and technology-forward approach.

We do not believe in hidden fees, misleading rates, prepayment penalties, or unexpected charges. Our goal is to make health and beauty more affordable and to give Canadians access to the procedures they want or need, without having to wait. We are looking for people who want to grow with us and be part of Beautifi’s next stage of growth.

Key Responsibilities

Performance Accountability and Reporting

Own group-level KPI achievement and translate team targets into clear individual expectations, priorities, and recovery plans.
Monitor performance, customer outcomes, workload, and operating risks throughout the month; identify trends early and take corrective action before results deteriorate.
Run consistent monthly performance reviews supported by accurate data, documented feedback, and specific follow-up actions.
Provide the Senior Manager with timely reporting on results, material risks, employee performance, escalations, and planned interventions.
Hold each direct report accountable for expected results, conduct, attendance, quality, and completion of agreed development actions.

Coaching Enablement and Quality

Conduct regular one-to-one coaching, live observation, and structured development planning for every direct report.
Develop experienced Representatives and Specialists so they can make sound decisions within documented authority.
Run weekly deal reviews and targeted audits across priority segments to improve conversion, quality, customer communication, and follow-through.
Reinforce CX playbooks and approved workflows through coaching, case review, and clear consequences for repeated non-adherence.
Identify knowledge gaps, validate training accuracy, support rollouts, and confirm employees apply the material in day-to-day work.

Execution and Operations

Own queue execution, workload balancing, and lead distribution for the assigned team and operating window.
Coordinate day-to-day staffing, channel coverage, and capacity within the assigned window, and raise structural constraints to the Senior Manager and workforce planning partners.
Resolve Tier 2 customer and operational escalations quickly, preserve customer confidence, and escalate matters that exceed delegated authority or create material risk.
Implement approved process, product, policy, and workflow changes with clear communication, readiness checks, and follow-up on adoption.
Ensure funding workflow commitments, customer deadlines, open tasks, and internal handoffs are completed on time and assigned to a clear owner.
Maintain a written end-of-day handoff for material late-hour issues, unresolved customer commitments, and coverage risks.
Review weekend operating summaries, assign weekday follow-up, and address recurring friction identified by the Saturday and Sunday Leads.

Hiring and People Leadership

Identify staffing and capability gaps early and recommend hiring priorities to the Senior Manager.
Lead candidate assessment and hiring recommendations for the assigned team.
Maintain a high hiring bar by assessing judgement, learning agility, customer orientation, communication, and performance discipline.
Own onboarding and ramp for new direct reports, with defined milestones, coaching support, and early intervention when progress is off track.
Manage attendance, conduct, performance improvement, and formal performance processes.

Process Improvement and Cross Functional Collaboration

Identify recurring process gaps, operating friction, and avoidable customer effort; define the issue clearly and recommend a practical resolution.
Work with Finance, Product, Operations, Credit, Marketing, and other partners to resolve escalations and implement changes without losing clear ownership.
Ensure the team is ready for system, policy, product, and compliance changes before launch, including required communication and training completion.

Leadership Boundaries and Escalation

Remain the first management contact for Representatives and Specialists.
Support critical weekend escalations after the designated Saturday or Sunday Lead has stabilized the issue.
Escalate high-severity customer, people, compliance, or operational matters to the Senior Manager.
Remain accountable for team execution and direct-report performance.

Qualifications

Four or more years of experience in customer experience, customer operations, sales operations, lending, fintech, or another KPI-driven service environment.
Two or more years of direct people-management experience, including coaching, performance management, hiring, and employee development.
Demonstrated ability to lead a team against measurable service, quality, productivity, and conversion goals.
Experience using CRM, reporting, and workforce tools to monitor performance, assign work, and maintain accountability; Salesforce experience is preferred.
Ability to turn performance data and customer feedback into specific coaching, process, and staffing actions.
Excellent written and verbal communication, including the ability to give direct feedback and coordinate across functions.
Strong organization and follow-through in a fast-moving environment.
Post-secondary education in business, operations, communications, or a related discipline is an asset; equivalent practical experience will be considered.

Location

This role is an in-office position located in our Toronto office in Liberty Village.

What we offer

Base salary plus on-target bonus
100% employer-paid dental, vision, and health benefits
Paid sick days and 3 weeks paid vacation
Professional development and advancement opportunities for top performers

Apply About employer

More about this job

Responsibilities

Lead the East Coast Client Experience team, owning day-to-day execution, KPI results, workload and staffing coordination, coaching, performance reviews, and employee development. Resolve complex customer and operational escalations, ensure adherence to approved processes and compliance requirements, and collaborate across functions to improve service and operations.

Requirements

Requires at least four years of experience in customer experience, customer operations, sales operations, lending, fintech, or another KPI-driven service environment, including at least two years of direct people-management experience. Candidates should have a track record leading measurable service, quality, productivity, and conversion goals, along with strong coaching, communication, organization, and CRM/reporting skills; Salesforce experience is preferred, and relevant post-secondary education is an asset.

Skills

People Management
Coaching and Employee Development
Performance Management
KPI Monitoring and Reporting
Customer Experience
Workload and Queue Management
Quality Assurance
Hiring and Onboarding
Process Improvement
Cross-Functional Collaboration
CRM and Reporting Tools
Salesforce
Workforce Planning
Compliance
Written and Verbal Communication

Benefits

Employer-Paid Dental, Vision, and Health Benefits
Paid Sick Days
Three Weeks of Paid Vacation
Professional Development and Advancement Opportunities
On-Target Bonus

Visa sponsorship

Not detected in the job text

Keywords

Client Experience
Customer Experience
Fintech
Financial Services
Elective Medical Procedure Financing
KPI Achievement
Performance Reporting
Performance Reviews
Coaching
Employee Development
Quality Audits
Deal Reviews
Queue Management
Workload Balancing
Lead Distribution
Workforce Planning
Customer Escalations
Tier 2 Support
Funding Workflows
Hiring
Onboarding
Performance Improvement
Process Improvement
Cross-Functional Collaboration
Compliance
CRM
Salesforce
Reporting Tools
Customer Communication

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