Job Title

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, data driven 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 Customer Operations at Paramount has evolved from a traditional 9-5 support model into a fully in-house, 24/7 contact center powered by a modern AI enabled stack (Genesys, automation tools, and a robust knowledge base). Our customers include both consumers and merchants, and we support both through email and chat. We are looking for a Director, Customer Operations to take this team to the next level. This role is not about managing queues. It''''s about turning ''''support'''' into a strategic advantage. You''''ll transform customer interactions into product intelligence, shift the organization from ''''solving tickets'''' to ''''removing friction,'''' and act as the commercial owner of our CX technology ecosystem. You''''ll be the voice of the customer in Product and Engineering, and the architect of an operation that scales with quality, insight, and impact. What You''''ll Do Own and Optimize a 24/7 Operation Lead a global, always-on support team with strong workforce planning, capacity management, and consistent service across time zones Design a differentiated ''''white glove'''' experience for our highest value customers, ensuring our most important merchants are insulated from friction Act as the final quality gate for the customer experience, building cross-functional QA loops so nothing falls through the cracks across Support, Risk, and Escalations Turn Support into Product Intelligence Quantify friction. Move beyond ticket counts and translate pain points into business impact (e.g., ''''This issue costs $10K/month in support time'''') Lead ''''Friction Reviews'''' with Product and Engineering to influence roadmap priorities based on real customer pain points Evolve Voice of the Customer into a strategic input that drives product decisions, retention, and time-to-value Own the CX Tech Stack Be the commercial and functional owner of Genesys and our broader CX ecosystem, maximizing what we already have before buying more Lead vendor strategy, QBRs, contract negotiations, and budget ownership Advance our AI and automation strategy from ''''deflection'''' to ''''resolution,'''' measuring success by quality and outcomes, not just volume Build a High-Performance Culture Shift the team from activity based metrics to outcome driven performance (FCR, CSAT, Time-to-Value) Lead and mentor Managers and Team Leads, fostering autonomy within clear standards and knowledge practices Maintain a high engagement culture while raising the bar on accountability, clarity, and impact Continue to build the team as needed Who You Are You''''re equal parts operator, strategist, and people leader. You love turning messy systems into scalable engines, and you care just as deeply about the humans doing the work as the data that guides it. A Proven Customer Ops Leader: You bring 10+ years in Customer Operations or Support leadership, ideally in B2B or Enterprise environments. You''''ve led teams through growth, transformation, or both, and know what it takes to run a high-performing 24/7 operation Industry-Savvy: Experience in gaming is important, and experience in payments or fintech would be a strong advantage. You understand what it means to operate in high stakes, regulated, always-on environments where reliability truly matters Lead with Empathy: You understand that customer support is emotionally demanding work. You lead with empathy, protect your team from unnecessary pressure, and create an environment where people feel supported, trusted, and able to do their best work. You know how to hold high standards and care deeply about the humans behind the metrics Technically Fluent: You''''re deeply familiar with modern contact center platforms, including Genesys Cloud experience. You understand how workflows, routing, automation, and knowledge systems actually work, not just how to read a dashboard Commercially Sharp: You''''ve owned a budget, negotiated with SaaS vendors, and know how to maximize ROI from your tech stack. You''''re comfortable making trade offs and building business cases Cross-Functional by Nature: You have the presence and credibility to partner with Product, Engineering, Sales, and Risk. You use data to influence roadmaps, align priorities, and drive meaningful change Built for Scale: You''''ve worked across a mix of startup and enterprise environments and know how to bring structure without slowing momentum. You thrive in complexity and know how to build systems that grow with the business In short: you know how to run a world class Customer Operations function, and how to turn it into a strategic advantage. 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, self directed 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 full-time position is $150,000 - 190,000 CAD. Final compensation will be dependent on experience, skillset, and role related 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 technology assisted 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 bias-aware 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 high performing teams, and we are committed to creating a place for our employees to be their authentic selves. 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. 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. Directeur ou Directrice, Oprations clients 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 lintgrit 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 Les Oprations clients chez Paramount ont volu d''''un modle de soutien traditionnel de 9 h 17 h vers un centre de contact interne offrant un service 24 heures sur 24, 7 jours sur 7, soutenu par une infrastructure technologique moderne intgrant l''''intelligence artificielle (Genesys, outils d''''automatisation et base de connaissances robuste). Nous soutenons la fois des consommateurs et des marchands par courriel et par clavardage. Nous recherchons un(e) Directeur(trice), Oprations clients pour diriger cette prochaine phase de croissance. Ce rle ne consiste pas simplement grer des files d''''attente. Il s''''agit de transformer le soutien client en levier stratgique. Vous convertirez les interactions clients en intelligence produit, ferez voluer l''''organisation d''''une logique de ''''rsolution de billets'''' vers llimination des frictions et agirez comme responsable commercial de notre cosystme technologique d''''exprience client. Vous serez la voix du client auprs des quipes Produit et Ingnierie et l''''architecte d''''une opration volutive axe sur la qualit et l''''impact. Ce que vous ferez Diriger et optimiser une opration 24/7 Superviser une quipe mondiale offrant un service en continu, avec une planification efficace des effectifs et une prestation cohrente travers les fuseaux horaires Concevoir une exprience de service haut de gamme pour nos clients stratgiques afin de rduire les frictions pour nos marchands les plus importants Agir comme dernier filet de scurit pour l''''exprience client, en mettant en place des mcanismes d''''assurance qualit transversaux entre Soutien, Risque et Escalades Transformer le soutien en intelligence produit Quantifier les frictions et traduire les irritants clients en impact financier mesurable Mener des revues rgulires avec les quipes Produit et Ingnierie afin d''''influencer les priorits de dveloppement en fonction des enjeux clients Faire voluer le programme Voix du client pour en faire un levier stratgique favorisant la rtention et la rapidit de mise en valeur pour le client tre responsable de l''''cosystme technologique d''''exprience client Agir comme responsable fonctionnel et commercial de Genesys et de l''''ensemble des outils d''''exprience client Diriger la stratgie fournisseurs, les revues d''''affaires trimestrielles, la ngociation contractuelle et la gestion budgtaire Faire voluer la stratgie d''''intelligence artificielle et d''''automatisation vers une logique axe sur la rsolution complte des demandes et la qualit des rsultats Btir une culture de haute performance Faire voluer les indicateurs de performance d''''une approche centre sur l''''activit vers une approche axe sur les rsultats (rsolution au premier contact, satisfaction client, rapidit d''''atteinte de valeur) Encadrer et dvelopper les gestionnaires et chefs d''''quipe Maintenir une culture engage tout en rehaussant les standards d''''imputabilit, de clart et d''''impact Adapter et faire crotre l''''quipe selon l''''volution des besoins de l''''entreprise Qui vous tes Vous tes la fois gestionnaire oprationnel(le), stratge et leader humain. Vous aimez transformer des systmes complexes en moteurs performants et vous accordez autant d''''importance aux personnes qu''''aux donnes. Leader prouv(e) en oprations clients Plus de 10 ans d''''exprience en direction des oprations clients ou du soutien, idalement en environnement B2B ou entreprise. Exprience en gestion d''''quipes 24/7 et en contexte de croissance ou de transformation organisationnelle. Connaissance sectorielle Une exprience dans le secteur du jeu est importante, et une exprience en paiements ou en technologie financire constitue un atout majeur. Vous comprenez les environnements rglements, fort enjeu et en activit continue. Leadership empreint d''''empathie Vous reconnaissez que le soutien client est un travail exigeant sur le plan motionnel. Vous dirigez avec empathie, protgez votre quipe des pressions inutiles et crez un environnement o les personnes se sentent soutenues, respectes et responsabilises. Matrise technologique Exprience approfondie avec des plateformes modernes de centre de contact, notamment Genesys Cloud. Vous comprenez concrtement le fonctionnement des flux de travail, du routage, de l''''automatisation et des systmes de gestion des connaissances. Solide sens des affaires Exprience en gestion budgtaire et en ngociation de contrats de logiciels-services. Capacit optimiser le rendement des investissements technologiques. Capacit d''''influence transversale Aisance collaborer avec les quipes Produit, Ingnierie, Ventes et Risque, et utiliser les donnes pour orienter les dcisions stratgiques. Capacit voluer avec l''''organisation Exprience dans des environnements la fois en croissance rapide et plus tablis. Capacit structurer sans ralentir l''''lan organisationnel. En rsum, vous savez diriger une fonction Oprations clients de haut niveau et en faire un levier stratgique pour l''''entreprise. 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 mieux-tre Rgime d''''pargne-retraite 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 : 150 000 $ 190 000 $ 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. Des accommodements sont disponibles sur demande toutes les tapes du processus de recrutement. #J-18808-Ljbffr