Canada onlyWe are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.
As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.
The Opportunity
We are looking for a motivated and detail-oriented Customer Onboarding Senior Specialist to join our growing team. As the first point of contact for our new customers after the sales process, you will play a critical role in shaping their experience with Paramount Commerce. You will be their trusted guide, ensuring a smooth, efficient, and positive transition from sign-up to their first successful transaction. Your ultimate goal is to help our customers go live quickly and set them up for long-term success on our platform.
What You'll Do
- Guide and Support: Serve as the primary point of contact for new customers throughout the entire onboarding lifecycle, from initial welcome to go live.
- Documentation & Compliance: Proactively guide customers through the collection and verification of required Know Your Customer (KYC), Anti-Money Laundering (AML), and business verification documents, ensuring compliance with Canadian financial regulations (e.g., FINTRAC).
- Technical Liaison: Assist customers with their technical integration, providing them with the necessary technical support, resources, and best practices.
- Cross-Functional Collaboration: Work closely with our internal stakeholders including Sales, Product, Compliance, and Support teams to ensure a seamless and transparent onboarding experience for every customer.
- Customer Education: Educate customers on our platform’s features, tools, and the payment processing ecosystem to ensure they can fully leverage our services.
- Problem Resolution: Identify, troubleshoot, and resolve any potential roadblocks or issues that may arise during the onboarding process, managing customer expectations with clear and timely communication.
- Process Improvement: Actively contribute to the continuous improvement of our onboarding processes, documentation, and internal workflows to enhance efficiency and customer satisfaction.
- Performance Tracking: Manage a portfolio of onboarding customers, tracking their progress and key metrics to ensure timely activation.
Requirements
What You'll Bring (Qualifications & Experience)
- Experience: 4+ years of experience in a customer-facing role such as onboarding, implementation, technical support, or account management, preferably in a B2B environment.
- Industry Knowledge: Experience in FinTech, SaaS, or the payments industry is highly desirable.
- Technical Aptitude: Comfortable with technical concepts like APIs and payment gateways. Experience with e-commerce platforms (e.g., Shopify, Stripe, Plaid) is a significant plus.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to explain complex processes in a simple and clear manner.
- Organizational Skills: Highly organized with a keen eye for detail and the ability to manage multiple customers and priorities simultaneously.
- Problem-Solving Mindset: A proactive and resourceful problem-solver who takes ownership of customer issues from start to finish.
- Compliance Acumen: Familiarity with KYC, AML, and compliance requirements within the Canadian financial services sector is a strong asset.
- Language: Fluency in French would be an asset
Who You Are
- Customer-Obsessed: You have a genuine passion for helping customers and providing an outstanding experience.
- A Team Player: You thrive in a collaborative environment and enjoy working cross-functionally to achieve common goals.
- Adaptable: You are comfortable in a fast-paced, dynamic tech environment where processes and priorities can evolve.
- Driven: You are self-motivated and focused on hitting individual and team goals.
Benefits
Why Paramount Commerce?
- Competitive salary
- Generous Vacation & Summer Fridays
- Health & Dental Benefits
- Wellness Spending Account
- Retirement savings matching plan
- Remote/Hybrid work (Thursdays in office)
- Birthday Day Off
- Quarterly Socials
- Volunteer Days to give back to our community
- Parental leave top up program
At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Don't worry if you don't check every box. If you're excited about this role and think you'd be a good fit, we encourage you to apply.
We are committed to creating a place for our employees to be their authentic selves. We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments. Accommodations are available on request for candidates taking part in all aspects of the selection process.
