Product Support Specialist I (Merchant Care)

Accountabilities

• Support merchant partners:Provide responsive, reliable assistance to e-commerce retailers using the company's payment products and services.

• Troubleshoot technical issues:Investigate and resolve complex technical, account, and configuration problems using structured troubleshooting techniques.

• Collaborate across teams:Work closely with Engineering, Sales, Client Success, and Operations to resolve technical and operational challenges and deliver effective solutions.

• Manage customer inquiries:Handle multiple merchant requests simultaneously, prioritizing issues appropriately while maintaining accuracy, efficiency, and empathy.

• Deliver high-quality communication:Keep merchant partners informed throughout the resolution process, providing clear explanations, actionable instructions, and timely updates.

• Improve support processes:Identify opportunities to streamline workflows, develop scalable support procedures, and incorporate feedback to improve operational efficiency.

• Communicate product updates:Coordinate merchant outreach and provide information about new features, enhancements, and relevant product changes.

• Contribute to product development:Gather and consolidate merchant feedback and feature requests to help inform product planning and future improvements.

• Build technical expertise:Develop a strong understanding of payment products, merchant integrations, and relevant technical systems to serve as a trusted resource for business partners.

Requirements:

• Professional fluency in French and English:Ability to communicate clearly and effectively in both languages, particularly when providing technical support and written instructions.

• Relevant experience:At least 2 years of experience in a relevant industry, such as technology, e-commerce, or SaaS, and/or in a comparable support role.

• Education:A bachelor's degree or equivalent practical experience.

• Technical troubleshooting:Ability to understand complex technical systems, investigate configuration issues, and identify practical solutions.

• Customer service skills:Demonstrated ability to manage a high volume of requests efficiently while remaining empathetic, professional, and detail-oriented.

• Written communication:Strong writing skills, with the ability to explain technical concepts clearly through email while building positive customer relationships.

• Ownership and accountability:A track record of taking responsibility for projects and tasks from start to completion, adapting solutions as priorities and needs change.

• Analytical thinking:Ability to identify the underlying concerns behind merchant questions, recognize patterns, and anticipate potential issues.

• Collaboration:Comfort working with cross-functional teams, including technical stakeholders, to investigate and resolve complex problems.

• Adaptability:Ability to work effectively in a fast-paced environment, balance competing priorities, and contribute to evolving processes.

• Technical skills considered an asset:Familiarity with major e-commerce platforms such as Shopify or WooCommerce, or knowledge of web development concepts.

• Additional technical advantage:Experience reviewing logs and structured data to investigate and troubleshoot issues.

• Motivation:A genuine interest in improving financial services and delivering dependable, transparent customer experiences.

Benefits:

• Annual base salary:CAD $55,000–$75,000, depending on factors such as location, experience, and job-related skills. New employees typically start at the beginning of the applicable pay range.

• Health coverage:100% of medical, dental, and vision insurance premiums covered for employees and their dependents.

• Monthly spending stipends:Support for technology expenses, health, and wellness.

• Flexible time off:Flexible paid time off and a generous holiday calendar.

• Equity opportunities:Potential eligibility for equity rewards and access to an employee stock purchase plan (ESPP) that allows employees to purchase company stock at a discount.

• Remote-first work environment:Remote work within eligible Canadian provinces, with flexibility built into the working model.

• Onboarding:New hires are invited to participate in an in-person onboarding experience.

• Inclusive recruitment:Accommodations are available for candidates with disabilities throughout the interview process.

• Eligible Canadian locations:Applicants must reside in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan.