Product Support Specialist I (Merchant Care)

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Product Support Specialist I (Merchant Care) based in Canada.

Join a remote-first team dedicated to delivering reliable, seamless support to e-commerce merchants and business partners. In this role, you will serve as a trusted point of contact, helping merchants resolve technical issues, troubleshoot configurations, and navigate payment-related challenges. You will collaborate with Sales, Client Success, Operations, and Engineering to deliver timely solutions and improve the overall support experience. Beyond resolving individual inquiries, you will help build scalable processes that make support more efficient as the business grows. Your insights and merchant feedback will also contribute to product improvements and future feature planning. This opportunity is ideal for a technically curious, customer-focused professional who thrives in a fast-paced environment and enjoys combining problem-solving with meaningful client relationships.

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.