Customer Escalations Manager
Toronto
Customer Care – Customer Care /
Full Time /
Hybrid
At EQ Bank, we’re redefining banking by making it simpler, smarter, and more human. With a digital-first challenger mindset and a passion for solving real customer problems, we build tools and experiences that empower our clients to bank how and when they want. And if things go wrong, as they inevitably might, we’re here to quickly assess and resolve their situation.
We’re looking for a dynamic and empathetic Customer Escalations Manager to lead and scale our complaints function. You’ll oversee two dedicated teams: one focused on resolving technical complaints (e.g., bugs, app or web issues), and another that handles non-technical complaints (e.g., service dissatisfaction, communication issues, product misunderstandings).
You will be accountable for driving quick and thoughtful resolution of all complaints while also being the bridge between frontline feedback and our product and engineering teams – a true internal “voice of the customer”. Your ability to distill complex technical issues into a clear, compelling narrative will be critical in advocating for customer-centric product improvements.
The Work !
- Leadership & Team Management
- Lead and develop two specialized complaints teams: one focused on technical issues, the other on non-technical matters.
- Set and monitor performance standards for empathy, timeliness, accuracy, and regulatory compliance.
- Conduct regular quality assurance reviews to ensure high levels of customer service.
- Provide ongoing coaching, mentorship, and annual complaints training to frontline staff.
- Manage the goodwill gesture process and associated budget.
- Complaint Resolution & Escalations
- Oversee the end-to-end resolution of complaints across multiple intake channels (calls, voicemail, email, social media), ensuring responses align with policy and brand tone.
- Serve as the designated owner for Step 2 regulatory complaints, ensuring resolution within the required 56-day timeframe.
- Triage and categorize complaints to determine appropriate ownership and escalation paths.
- Act as the senior point of contact for escalated or complex complaints, balancing customer satisfaction with regulatory due diligence.
- Maintain accurate records, analyze escalations, and share findings with cross-functional partners for ongoing improvement.
- Technical Advocacy & Root Cause Analysis
- Act as the final escalation point for unresolved technical complaints and lead deep dives into systemic issues.
- Collaborate closely with Product and Engineering teams to co-manage the Jira ticket board, validate root causes, and prioritize fixes based on customer impact, risk, and volume.
- Create actionable, customer-centered narratives from complaint data to influence product roadmaps and bug resolution.
- Lead the development of troubleshooting guides and knowledge content to improve frontline resolution capabilities.
- Guide the complaints team through technical escalations to drive efficient, high-quality outcomes.
- Insights & Continuous Improvement
- Monitor and analyze complaint trends to uncover emerging issues, root causes, and areas for process improvement.
- Produce monthly executive reports with key metrics, customer sentiment insights, and prioritized recommendations for Customer Care, Product, and Engineering leadership.
- Drive continuous improvement initiatives to reduce complaints, improve resolution speed, and enhance the customer and agent experience.
- Maintain a strong feedback loop with frontline teams to enrich product knowledge and inform policy refinements.
Let's Talk About !
- 5+ years in customer service or complaints management, ideally within financial services or digital retail.
- 3+ years in people leadership roles, including experience managing contact center or back-office teams.
- 3+ years of experience in a technical support or product operations environment.
- Bachelor's degree in business or a related field, or equivalent experience.
- Strong technical acumen, curiosity, and ability to understand and communicate technical issues clearly.
- Skilled in customer de-escalation and empathetic communication, both written and verbal.
- Proven ability to drive resolution through cross-functional collaboration and influence without authority.
- Experienced in data analysis, reporting, and root cause investigation.
- Strong storytelling and presentation skills to communicate insights and influence senior stakeholders.
- Proficient in Microsoft Office; experience with databases, Jira, and complaint tracking tools.
- Bilingual (French or other language) an asset.
