Customer Support Specialist

At Alternative Payments, we are transforming the way service-based companies handle payments. Our innovative platform automates the entire accounts receivable process, helping businesses save time, reduce costs, and scale with confidence.

We are building a global team that values innovation, impact, and collaboration. As part of a scaling FinTech company, every person on our team has the opportunity to shape our future, influence our products, and make a real difference for our customers.

What We’re Looking For

We’re seeking a Customer Support Specialist to join our Customer Experience Team and help us deliver exceptional support experiences while building scalable systems that empower our customers to succeed.

This role is ideal for someone who thrives on technical problem-solving, client engagement, and cross-functional collaboration — and wants to take a hands-on role in improving processes, enhancing self-serve tools, and contributing to product feedback loops that shape our roadmap.

This is a hybrid role available to candidates who are eligible to work in Canada and located in the GTA, with in-office requirements to be downtown Toronto from Monday - Wednesday (subject to change, so flexibility appreciated).

What You’ll Do

• 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.

What You’ll Bring

• 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).

• Comfort operating in ambiguity and building processes from the ground up in a fast-paced startup environment.

• Post-secondary education in Business, Communications, or a related field (or equivalent practical experience).

Nice to Haves

• Experience in FinTech, payments, or financial services.

• Technical background or experience in a sales engineering or technically adjacent role.

• Familiarity with Salesforce or other CRM platforms.

• Track record of contributing to process improvements or knowledge base development.

• Comfort working in fast-paced, dynamic, and high-impact environments.

• Knowledge and experience using AI to drive process improvements and efficiency.

What We Offer

• Competitive salary tailored to your experience, skills, and expertise.

  • The total compensation range for this role is $70,000 - $85,000 CAD, plus equity. The range displayed on each job posting reflects the approximate total target compensation for the position. Within the range, individual pay is determined by factors including relevant skills, experience, education/training.

• 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.

Why Choose Alternative Payments?

At Alternative Payments, you’ll do work that truly matters.

• Own your impact: Lead meaningful, high-impact projects and collaborative initiatives that are shaping the future of FinTech and redefining how businesses get paid.

• Collaborate: Work with a diverse, innovative team where every voice is heard and great ideas come from anywhere.

• Grow with us: Your career journey is top of mind. We prioritize internal growth and give you the space to shape your path based on your goals — whether that’s deepening your expertise in your domain or exploring something new.

• Thrive in a supportive culture: As a scaling start-up, there’s a lot to be done and initiative is key. We believe in shared learning, open communication, and building each other up. When one of us grows, we all do.

Our Values

• Transparency & Honesty: We communicate openly and truthfully with partners, investors, and each other so everyone understands where we stand and where we’re headed.

• Resourcefulness & AI: We stay scrappy, find creative solutions, and make progress even when the path isn’t obvious. We have a bias for action and seek out the information and resources necessary to make decisions and move quickly.

• Partnership: We win and lose together. We collaborate with our partners, investors, and teammates to tackle big challenges and reach shared goals.

• Revolutionary & Boldness: We challenge conventions, take calculated risks, and build better, stronger solutions that move our business and the industry forward.

• Accountability: We take ownership of our decisions and results. We follow through on our commitments knowing our work directly impacts our partners, our team and our business.

Applying to Alternative Payments

We’re looking for candidates who are ready to step in and make an impact from day one. We know that sometimes people hold back unless they meet every requirement, but if you’re excited about the role, bring relevant experience, and are ready to contribute, we want to hear from you!

All resumes are reviewed by our small but mighty talent team. While we may use AI tools to help prioritize applications, real people are behind every resume review and hiring decision. We’re also committed to an inclusive and accessible process. If you require reasonable accommodation during the hiring process, please let us know upon being selected to interview.