Customer Experience
Customer Success & Operations Lead
The Opportunity
At Optionality, we believe entrepreneurs should prepare for the succession or sale of their business years before a transaction, not a few months before. Our AI-powered platform helps SME owners understand their company's value, grow it, and prepare for their future, with guidance from business transition experts.
We already work with hundreds of entrepreneurs and a growing network of experts: accounting firms, consulting firms, business coaches, financial institutions, and transition specialists. Backed by iNovia Capital, Luge Capital, and Google for Startups, Optionality is growing fast, and we're looking for the person who will play a key role in this next chapter.
The Role
We're building our customer experience function and looking for the person who will help lay its foundations. This is a mid-level role in a true build phase: well supported by the leadership team, with real room to leave your mark. On the operations side, you'll put the processes, tools, and ways of working in place, and you'll structure the onboarding of new clients to guide them step by step through the platform, both business owners and advisors.
The platform touches on exit planning, business valuation, and financial concepts that can get complex. No one starts this role having mastered all of it: we'll train you. But you'll need to make these concepts your own, which takes curiosity and comfort with numbers.
- Location
- Montreal, QC
- Employment type
- Full-time
- Posted on
Responsibilities
What You'll Do
Design, document, and improve customer experience processes and workflows.
Build and structure new client onboarding, and guide clients to their first win on the platform.
Keep rigorous track of files and act as the bridge between clients and internal teams.
Create and maintain the function's tools: guides, templates, checklists, documentation.
Respond to clients and channel their needs back to product and leadership.
Requirements
What We're Looking For
2 to 4 years of experience in customer experience, operations, or a client-facing role.
A rigorous, organized person who likes bringing order to chaos and structuring processes.
Strong professional bilingualism, both written and spoken.
Real comfort with numbers, and the curiosity to learn complex concepts like valuation or exit planning (no prior knowledge required).
Resourcefulness and an appetite for a role you get to build.
Nice to have
Nice-to-Haves
Prior experience in a startup or building a function from scratch.
Experience working with SME owners, advisors, or business coaches.
Familiarity with client management / CRM tools (like HubSpot).
A strong interest in finance, business, or entrepreneurship.