Client Operations Manager

Snaplii, one of Canada’s fastest-growing fintech companies, is seeking a self-driven Client Operations Manager to lead and enhance customer experience operations. The company provides immigration support for qualified candidates and offers the opportunity to join a pre-IPO, high-growth fintech brand transforming how users pay, save, and earn rewards through e-gift cards, payments, and cashback.

• Manage multi-channel customer support operations, including email, live chat, phone, and social media.
• Triage and escalate gift-card, account, and technical issues according to established SOPs.
• Collaborate with Engineering, Risk, Marketing, and Merchant teams to deliver timely and effective resolutions.
• Maintain FAQs, response templates, and documentation to ensure consistency and operational efficiency.
• Monitor public communications and maintain a professional and empathetic tone in all customer interactions.
• Identify patterns in customer feedback, refine SOPs, and support continuous improvement efforts.

• 0–3 years of experience in customer operations, support, or call center roles (exceptional new graduates are encouraged to apply).
• Excellent communication skills in English and Mandarin, with the ability to explain complex issues clearly.
• Familiarity with e-gift card systems, refunds, disputes, or basic technical troubleshooting is an advantage.
• Detail-oriented, calm under pressure, and highly organized with strong documentation habits.
• Prior experience in payments, rewards, or merchant support is a plus.

0-3years