Job description:

Snaplii offers immigration support for qualified candidates, including pathways to work permits and permanent residency.

About the Role
We are seeking a highly self-directed Client Operations Manager to be the operational backbone of our customer experience. At Snaplii—one of Canada’s fastest-growing fintech platforms transforming how people pay, save, and earn rewards through e-gift cards, payments, and cashback (pre-IPO, high growth), you will run multi-channel support queues, standardize triage and escalation, and serve as the brand’s public voice. You bring a user-first, outcome-driven mindset—explaining complex issues simply, codifying them into repeatable SOPs/KB, and partnering with Engineering, Risk, Brand/Marketing, and Merchant teams to deliver resolutions that are both swift and sound. 

Qualifications

• 0–3 years in support/customer operations/call center/ticketing (Exceptional new grads are encouraged to apply)
• Clear communicator in English &Mandarin; structured written explanations
• Nice-to-have expertise in e-gift card activation/redemption/order exceptions, refunds/disputes, basic technical troubleshooting, or fintech compliance
• High EQ, detail-oriented, steady under volume; proactive with SOPs and documentation
• Background in payments/rewards/gift cards or merchant support is a plus. 

What You’ll Do

• Operate multi-channel queues across email, live chat, phone, and social DMs
• Triage & escalate (L1→L2): classify gift-card, account, and technical issues; escalate to Tech/Risk/Partners per SOP and drive closure
• KB & macro hygiene: publish/maintain FAQs, response macros, and tagging standards; ship weekly “Top Issues” public answers
• Light reputation management: post brand-approved public responses; unify tone and resolution pathways (no growth metrics)

Who You Are

• User-obsessed, outcome-driven; explains complex issues simply
• Calm under pressure; professional tone and empathy at scale
• Systems thinker who documents patterns and improves SOPs
• Trustworthy, detail-minded, collaborative with cross-functional teams

Why Join Us - About Snaplii

Snaplii is one of Canada’s fastest-growing fintech platforms, transforming how people pay, save, and earn rewards. With over $70M in annual transaction volume and 200,000+ users across North America, we deliver unmatched utility and loyalty through a single seamless app.

We’ve ranked as high as #5 on the Apple App Store during peak shopping seasons, and consistently remain in the Top 80—driven by a highly engaged, high-retention user base. As the most payment-flexible platform in the space, Snaplii supports a wide range of digital payment methods and partners with 400+ leading brands, including Walmart, Amazon, and Esso.

Our platform is fully built and maintained in-house—engineered to handle complex payment flows, scale with demand, and support a growing suite of financial products. We’re actively expanding into new digital finance offerings to help users create, manage, and grow value in their everyday lives.

Join us as we shape the future of everyday spending.

Please visit our careers page to see more job opportunities.