SaaS Operations Manager
SaaS Operations Manager
Posted on :
22-06-2025
Employer Active
1 Vacancy
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Job Description
FLiiP is revolutionizing fitness business management through our all-in-one SaaS platform. As a seed-stage startup weve recently raised 4 million CAD and are scaling rapidly aiming to grow 4x in revenue within 18 months.
We serve gyms yoga studios martial arts centers and other fitness businesses with a powerful suite of software solutions that streamline operations and improve member management.
Role overview:
Imagine being the driving force behind exceptional customer journeys and the engine of our companys growth.
As our Operations Manager you wont just oversee processes youll architect seamless experiences that delight our customers and fuel our success. This is a rare opportunity to step into a pivotal leadership role where your vision and operational expertise will directly shape our future.
Key responsibilities:
Advanced Operational Support
Provide operational expertise to Customer Success Managers (CSM) to assist them with complex tasks (e.g. data verification specific configuration management data investigations).
Support the growth & sales team by leveraging tools to automate & scale workflows like the CRM
Management of advanced customer escalations:
Assume ownership and resolve customer escalations that require deeper expertise or cross-team coordination.
Diagnose problems collaborate with the Product and Engineering teams to find solutions and ensure clear communication with customers.
Implement and improve the escalation management process.
Payment Expertise and Optimization:
Become the internal point of reference for FLiiPs platform payment processes.
Lead internal efforts regarding payment processes (fraud management onboarding reporting )
Collaborate with the Product team to influence future payment-related developments and ensure an optimal user experience.
Document payment workflows and train relevant teams on best practices.
Support Team Leadership and Development:
Supervise and mentor the team of support agents (small team)
Define and prioritize support team objectives in alignment with customer and CSM needs
Implement effective ticket management processes and ensure adherence to SLAs.
Foster communication and collaboration within the support team and with other departments.
Personal skills:
Proven experience in an operations-focused role preferably within a SaaS environment.
Highly self-motivated results-oriented and thrives in a fast-paced startup culture.
Strong organizational skills with the ability to manage multiple priorities simultaneously.
Exceptional written and verbal communication abilities in both French and English with strong interpersonal skills to effectively collaborate across teams and with customers.
In-depth understanding of customer support processes escalation management and workflow optimization.
Technical abilities:
Proficient in using customer support and CRM tools (such as HubSpot).
Excellent analytical mindset with the ability to interpret numerical data to identify trends and opportunities.
Meticulous attention to detail with a structured and rigorous approach to work.
Basic knowledge of SQL or experience using AI tools for data analysis is considered an asset.
Why join us:
Competitive compensation (based on experience) with 50% coverage of group health insurance premiums.
Comprehensive health & wellness support including health benefits fitness allowance (gym memberships classes team sports) and a $900/year telecommunications allowance.
Hybrid role based in Canada with flexibility and autonomy and only 1 day/month required at the Brossard office.
Opportunity to make a direct impact in a large underserved market within a fast-growing AI-driven company.
Close collaboration with leadership and strong backing from investors (recent CAD 4M fundraising) with a culture rooted in fitness health and innovation.
Dynamic close-knit team that values speed experimentation boldness and continuous learning in a supportive environment.
Lets go and leave your mark !
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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