Alternative Payments

Customer Support Specialist

Alternative Payments

full-time

Posted on:

Location Type: Hybrid

Location: Toronto • Canada

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Salary

💰 CA$70,000 - CA$85,000 per year

About the role

  • Lead and execute on front-line customer support across phone, email, live chat, and video conference calls — delivering timely, empathetic, and solution-oriented responses.
  • Guide customers through troubleshooting workflows to identify root causes and resolve technical issues.
  • Collaborate cross-functionally with Engineering and Customer Success to escalate complex issues, report bugs, and share customer insights.
  • Take ownership of chatbot and macro workflows, ensuring continuous updates that reflect new releases and enable scalable self-service.
  • Propose improvements and help establish best practices for support documentation, ticket handling, and internal knowledge sharing.
  • Update and maintain the knowledge base and troubleshooting documentation for both internal teams and customers.
  • Stay current on product updates and roadmap developments to provide accurate and proactive support.
  • Update Salesforce records with relevant partner insights and surface customer feedback to Product (e.g., logging feature requests and wishlist items).
  • Follow established procedures for technical support while continuously identifying opportunities to improve efficiency and customer satisfaction.

Requirements

  • 2–3+ years of experience in a customer-facing support role within a B2B technology company.
  • Strong skills in troubleshooting software issues and navigating various operating systems and applications.
  • Experience working with ticketing systems such as Zendesk, HelpScout, or similar platforms.
  • Proven experience delivering high-quality customer service with a strong customer-centric mindset.
  • Strong communication skills with the ability to clearly explain technical concepts to non-technical users.
  • A proactive, analytical mindset with the ability to problem-solve creatively when the obvious path doesn’t exist.
  • Ability to collaborate effectively across teams and manage competing priorities in a fast-paced environment.
  • Post-secondary education in Communications, Psychology, Sociology, Information Technology, or a related field (preferred).
Benefits
  • Competitive salary tailored to your experience, skills, and expertise.
  • Equity opportunities so you can share in our growth and success.
  • Unlimited PTO and flexibility when you need it the most.
  • Yearly learning & development stipend to help you grow and do your best work.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingtechnical supportcustomer serviceticketing systemsSalesforcechatbot workflowsmacro workflowsknowledge base managementB2B technology
Soft Skills
empathysolution-orientedcommunicationcollaborationanalytical mindsetproblem-solvingcustomer-centricownershipprioritization