Job Title

Remote first environment. Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We''ve been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on credit cards or e-wallets. As a proud member of Payments Canada, we''re deeply connected to the evolving financial landscape, helping ensure our solutions remain compliant, reliable, and future ready. Security, risk management, and data integrity are at the core of everything we build, and we power payment solutions that are seamless, thoughtfully designed, and built to scale. As we continue to grow our business across Canada and prepare for expansion into new markets, we''re looking for curious, thoughtful, datadriven individuals who enjoy directly solving complex problems themselves and pushing ideas from concept to execution, in a rapid iterative environment with highly capable peers. If you''re excited about building the future of payments - and want to be part of a team that''s shaping what''s next - we''d love to hear from you. The Opportunity We''re looking for an experienced Support Specialist to join our support team, primarily supporting our overnight operations from 12am 8:30am EST. In this role, you''ll be on the front lines of our customer experience, supporting both our Business Customers and their Consumers with care, clarity, and confidence at every interaction. This role is best suited to someone who enjoys problem solving, communicates thoughtfully, and takes pride in helping people feel supported and understood. If you enjoy working during late night hours, in a quieter, more focused environment, we''d love to hear from you! What You''ll Do Respond to Business Customers and their Consumers across digital support channels (chat and email), resolving inquiries, requests, and issues efficiently and empathetically Work overnight shifts within our support hours of MondaySunday, 12am 8:30am EST, with a consistent schedule covering late night hours Develop a strong understanding of Paramount Commerce''s products and services to provide accurate, helpful, and consistent support Collaborate with internal teams to investigate and resolve customer inquiries in a timely manner Ensure customer interactions are well documented, complete, and managed in line with internal processes and standards Approach your work with a continuous improvement mindset, identifying challenges and sharing ideas to improve processes, tools, and the overall customer experience Monitor customer accounts for potential fraudulent activity and take appropriate action when required Participate in special projects aimed at improving product quality, service delivery, and customer satisfaction Support with additional administrative tasks as needed Who You Are 2+ years of experience in a contact center or customer support environment, ideally supporting customers via chat and email Comfortable and reliable working overnight from 12am 8:30am EST, with the ability to stay focused and responsive during late night hours An empathetic approach to customer support, with a focus on understanding context, resolving issues clearly, and creating positive experiences that build trust and loyalty A solid understanding of contact center metrics and KPIs Familiarity with online payment rules and regulations is an asset A positive, energetic, and solution oriented attitude A collaborative team player who enjoys working cross-functionally Strong written and verbal communication skills Ability to multitask and navigate multiple digital tools and platforms simultaneously Experience with Genesys Cloud is an asset If everything above doesn''t perfectly describe you, but you''re excited to learn, adapt, and grow into new areas, we''d still love to hear from you. We value curiosity, selfdirected learning, and people who enjoy stretching beyond what they already know. Why Paramount Commerce? Canadian Company with over 22 years of history Competitive salary Generous Vacation + Summer Fridays Health & Dental Benefits Wellness Spending Account Retirement savings matching plan Remote first environment Quality Hardware provided to do your work Parental leave top up program Birthday Day Off Quarterly Socials Volunteer Days to give back to our community The base salary range for this fulltime position is $47,000 $55,000 CAD. Final compensation will be dependent on experience, skillset, and rolerelated qualifications, and will include benefits and bonus as per company policy. Please note that base salary ranges may differ based on location and local currency. We use technologyassisted tools, including artificial intelligence, to support parts of our recruitment process (such as resume screening, note taking, and interview scheduling). These tools are designed to support, but never replace human judgement. All hiring decisions are made by humans, and we are committed to fair, inclusive, and biasaware hiring practices. DEI At Paramount Commerce, we are proud to be an equal opportunity employer, and we do our best to make sure all people feel supported and connected at work. We practice ethical and fair hiring processes and strongly encourage applications from all backgrounds. We believe that different perspectives, experiences, backgrounds, and skill sets are what make for highperforming teams, and we are committed to creating a place for our employees to be their authentic selves. Dont worry if you dont check every box. If youre excited about this role and think youd be a good fit, we encourage you to apply. Accommodations Accommodations are available on request for candidates taking part in all aspects of the recruitment process. If you require any accommodation, please let us know and we will work with you to provide the necessary support. Spcialiste du soutien (quart de nuit) propos de Paramount Commerce Base au Canada et ayant son sige social Toronto, Paramount Commerce est une entreprise de technologie financire qui vise rendre les paiements plus simples et plus scuritaires. Depuis le dbut des annes 2000, nous contribuons transformer les paiements en ligne en permettant aux consommateurs de payer directement partir de leur compte bancaire, sans recourir aux cartes de crdit ou aux portefeuilles lectroniques. Fiers membres de Paiements Canada, nous sommes troitement lis l''volution du paysage financier et veillons ce que nos solutions demeurent conformes, fiables et tournes vers l''avenir. La scurit, la gestion du risque et l''intgrit des donnes sont au cur de tout ce que nous dveloppons. Nous concevons des solutions de paiement fluides, rflchies et volutives. Alors que nous poursuivons notre croissance au Canada et prparons notre expansion vers de nouveaux marchs, nous recherchons des personnes curieuses, rflchies et axes sur les donnes, qui aiment rsoudre des problmes complexes de bout en bout et faire progresser des ides du concept l''excution dans un environnement rapide et itratif. L''opportunit Nous recherchons un(e) Spcialiste du soutien expriment(e) pour rejoindre notre quipe, principalement pour assurer les oprations de nuit, de 0 h 8 h 30 (heure de l''Est). Dans ce rle, vous serez en premire ligne de notre exprience client, en soutenant la fois nos clients d''affaires et leurs consommateurs avec professionnalisme, clart et empathie chaque interaction. Ce poste convient particulirement une personne qui aime rsoudre des problmes, communiquer de faon rflchie et qui tire une grande satisfaction aider les autres se sentir soutenus et compris. Si vous apprciez travailler de nuit, dans un environnement plus calme et concentr, nous serions ravis de vous rencontrer. Ce que vous ferez Rpondre aux demandes des clients d''affaires et de leurs consommateurs par les canaux numriques (clavardage et courriel), en traitant les questions, requtes et problmatiques de manire efficace et empathique Travailler selon un horaire de nuit, du lundi au dimanche, de 0 h 8 h 30 (heure de l''Est), selon un horaire stable couvrant les heures tardives Dvelopper une comprhension approfondie des produits et services de Paramount Commerce afin d''offrir un soutien exact, cohrent et utile Collaborer avec les quipes internes pour enquter sur les demandes et les rsoudre dans des dlais appropris Veiller ce que toutes les interactions soient bien documentes et conformes aux processus et normes internes Adopter une approche d''amlioration continue en identifiant des occasions d''optimiser les processus, les outils et l''exprience client Surveiller les comptes clients afin de dtecter toute activit potentiellement frauduleuse et prendre les mesures appropries Participer des projets spciaux visant amliorer la qualit des produits, la prestation de services et la satisfaction client Effectuer diverses tches administratives au besoin Qui vous tes Plus de 2 annes d''exprience en centre de contact ou en soutien la clientle, idalement par clavardage et courriel l''aise et fiable pour travailler de nuit (0 h 8 h 30, heure de l''Est), avec la capacit de demeurer concentr(e) et ractif(ve) durant les heures tardives Approche empathique du service la clientle, avec une capacit comprendre le contexte, expliquer clairement les solutions et crer des expriences positives favorisant la confiance et la fidlit Bonne comprhension des indicateurs de performance d''un centre de contact Connaissance des rgles et rglementations lies aux paiements en ligne (atout) Attitude positive, nergique et oriente vers les solutions Esprit collaboratif et aisance travailler avec diffrentes quipes Excellentes comptences en communication crite et verbale Capacit grer plusieurs tches et naviguer simultanment dans diffrents outils numriques Exprience avec Genesys Cloud (atout) Si vous ne correspondez pas parfaitement tous les critres, mais que vous tes motiv(e) apprendre, voluer et dvelopper de nouvelles comptences, nous vous encourageons tout de mme postuler. Nous valorisons la curiosit, l''apprentissage autonome et les personnes qui aiment repousser leurs limites. Pourquoi Paramount Commerce ? Entreprise canadienne avec plus de 22 ans d''histoire Salaire comptitif Vacances gnreuses et horaires d''t amnags Assurance sant et dentaire Compte mieuxtre Rgime d''pargneretraite avec contribution de l''employeur Environnement de travail principalement distance quipement technologique fourni Programme de complment au cong parental Cong le jour de votre anniversaire Activits sociales trimestrielles Journes de bnvolat Fourchette salariale : 47 000 $ 55 000 $ CAD. La rmunration finale dpendra de l''exprience et des qualifications pertinentes. Exigence linguistique La connaissance de l''anglais peut tre requise afin de collaborer avec des collgues, partenaires et clients situs l''extrieur du Qubec. Diversit, quit et inclusion Paramount Commerce est un employeur souscrivant au principe de l''galit d''accs l''emploi. Nous valorisons la diversit des perspectives, des expriences et des parcours. Si ce rle vous intresse, mme si vous ne rpondez pas tous les critres, nous vous encourageons postuler. Accommodements Des accommodements sont disponibles sur demande toutes les tapes du processus de recrutement. #J-18808-Ljbffr