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.