JOIN US TO BUILD A MORE REWARDING FINANCIAL FUTURE FOR ALL CANADIANS

At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly expanding 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 Fastest Growing Company in Canada for 2024 by Globe & Mail
• Deloitte’s Fast 50 in Canada Winner for 2023 and 2024
• LinkedIn’s Top Startup in Canada for 2022 and 2023
• Top-ranked mobile apps and credit cards
• Team of 700+ people
• 1M+ customers
• 10K+ retail partners

WHO WE ARE LOOKING FOR:

• 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.
• 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.
• Brings strong financial literacy and a solid understanding of the financial services landscape.
• 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.

WORKING AT NEO:

The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.
We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we’re looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.
All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success.

THE ROLE

Our Customer Experience team is a group of high performers who collaborate closely to continually elevate our systems and deliver exceptional service. Think of it this way - when someone you care about most reaches out to us for help, what kind of experience would you want them to have? Bingo, That’s the bar we set for ourselves. Yes, we are part of a financial institution, but we create value through meaningful interactions, not just transactions.

WHAT YOU’LL BE DOING:

• Be the first point of contact for customers (current and future) across our full suite of products, primarily engaging via live chat, while also supporting phone and other digital channels as needed.
• Build strong relationships with customers, turning support conversations into trust-building opportunities.
• Skillfully manage multiple chat conversations simultaneously, adapting to customer needs and operational demands, and seamlessly transition to voice when a complex issue requires it.
• Efficiently navigate through our knowledge base to educate customers and find thoughtful, long-term solutions to their needs, often through concise and clear written communication.
• Leverage internal resources and tools to troubleshoot issues and implement customer-focused solutions.
• Act as the voice of the customer by sharing both customer feedback and data-driven insights to help improve our products and services.
• Proactively share process improvement suggestions with leadership - if something isn’t working, you speak up.
• Continuously build your knowledge of the financial services space to better support and guide our customers.