Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, cooperative money management platform.

We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human‑centric customer experience. Ultimately, we help SMBs be ‘on the money'. Delivering a great customer experience for SMBs is a key differentiator for us, and we are investing heavily in building a world‑class support team (CX).

As part of our next stage of growth, we need to invest in our CX Operations team to ensure we don’t sacrifice quality and instead continue to better service our customers. We’re looking for our first Customer Operations Manager to join our team and help us enhance our customer journey, streamline our processes, and foster a customer‑centric culture. In this role, you will be pivotal in enhancing customer interactions by leading and managing our CX Operations team.

You will collaborate cross‑functionally with Support, Product, and Operations to ensure smooth workflows, efficient handling of customer inquiries, and continuous improvement in service quality. Lead, manage, and build an operations team responsible for technology, quality assurance, self‑service, workforce management, and process improvement Plan and execute projects that impact the CX team’s strategic goals (e.g., live chat roll‑out, routing, AI bot, etc.) Monitor and track the CX team performance, helping them get 1% better every day and finding new ways to better support our customers Support in capacity planning and overall management of our business process outsourcing (BPO)



partners You have 3-5 years in customer experience operations, systems, and enablement, with direct involvement in workforce management and capacity planning You bring diverse experience across CX Operations including quality assurance, workforce management, training, automation, etc. You have experience with customer service software in system administration, design, and implementation (e.g., You have strong analytical and problem‑solving skills, enabling you to make data‑driven decisions effectively You are proficient with data analysis tools, such as Excel and BI tools, with capabilities that extend beyond the basics You are passionate about coaching and the development of people Bonus Points: You have SQL knowledge and experience applying it in data analysis Research shows that women‑identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications; Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.

We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.

Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end‑of‑year holidays so you can take time off to recharge and come back better for our customers.



Parental leave with top‑up: we offer 12 weeks off with a 100% salary top‑up for all full‑time employees, regardless of location, and accessible for all parents: birthing, non‑birthing, and adoptive.

Hybrid work environment: we value meaningful collaboration and connection at our Toronto office twice a week, with lunch, snacks, and beverages on us. Dog‑friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our office is 100% floof‑friendly.

Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.

Social connection: we believe in celebrating our wins with two annual company‑wide get‑togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders. Stage 1: A 30‑minute Google Meets video call with a member of the Talent team Stage 2: A 45‑minute Google Meets video call with the VP of People & Customer Experience. Stage 3: A whiteboard session with our CX team in a 60‑minute Google Meets video call.

Stage 4: Join us at our Toronto office to simulate real‑life challenges at Relay in a collaborative case study. You’ll also have the chance to meet members of the CX team and get a feel for our office environment. Stage 5: A 45‑minute Google Meets video call with a member of the Leadership team.

At Relay, we believe that diversity is key to building high‑performing teams, and creating an inclusive work environment is our priority. We will work with applicants to provide accommodations at any stage of the hiring process.

📌 Customer Operations Manager (Toronto)
🏢 Relay Financial
📍 Toronto