Job Description

Job Title:

Technical & Customer Support Specialist - Payments / FinTech

Location:

Toronto - Remote (Canada)

TYPE:

Subcontract / Consulting

TERM:

1 Year (Renewable)

We are seeking a

Technical & Customer Support Specialist

with strong experience in the payments or fintech industry. The ideal candidate enjoys solving complex customer issues, communicating with clarity, and supporting businesses with seamless payment operations.

You will serve as the first point of contact for clients, helping them troubleshoot payment-related problems, navigate our payment platform, and ensure smooth and secure transactions.

Key Responsibilities

Act as the primary support contact for client inquiries via phone, email, and online channels Support onboarding of new business clients and guide them through platform usage Troubleshoot technical issues related to payment gateways, APIs, merchant accounts, and transaction errors Investigate escalated cases and collaborate closely with engineering and product teams Document customer interactions, issues, and resolutions accurately Monitor system activity to identify and flag user-impacting issues Analyze support trends and recommend process improvements Create and update knowledge-base content and support workflows

Qualifications

Minimum

3+ years

in technical support or customer support, preferably within

payments/fintech/SaaS

Working knowledge of payment systems (ACH/EFT, card processing, fraud controls, compliance) Experience troubleshooting

APIs, webhooks

, and web-based integrations Familiarity with SQL or similar tools for basic data queries Excellent communication and client-facing skills -- able to simplify technical concepts Strong problem-solving skills and ability to manage multiple cases in a fast-paced environment

Nice-to-Have

Experience with payment platforms (e.g., Stripe, Adyen, PayPal, Square, Interac) Prior experience using support tools like

Zendesk, Freshdesk, Jira, CRM platforms

Startup or high-growth environment experience
Job Type: Fixed term contract
Contract length: 12 months

Work Location: Remote