Job Title

Were on a mission to revolutionize financial services for managed service providers one transaction at a time. By combining cuttingedge payment technology with deep industry expertise, were building something special. If youre passionate about transforming how companies handle payments or building financial services for the future, youre in the right place. There is a critical gap in the market: offline, servicebased businesses do not have access to the same payment innovations that other industries enjoy. We have set out to change this. Today, were helping companies across North America streamline their payment processes, improve cash flow, and focus on what they do best serving their customers. Our customers report cutting their accounts receivable time in half and reducing outstanding payments by up to 95%, transforming how they operate their business. Our Values Our values shape how we work, make decisions, and show up for each other and our partners every day. Theyre the principles that keep us aligned and help us build the business we are excited to work for day in and day out. We communicate openly and truthfully with partners, investors, and each other so everyone understands where we stand and where were headed. We stay scrappy, find creative solutions, and make progress even when the path isnt 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. Alternative Payments is in an exciting growth phase. With 30+ team members and counting, were expanding across all departments while maintaining our agility. Heres what growth looks like at AP: Career Development: Our team members have grown from BDRs to AEs, and from individual contributors to team leaders. We believe in promoting from within and building leaders from within. Industry Leadership: We partner with industry leaders and invite them to meet with and speak to our teams. We encourage teams to attend conferences and develop powerful relationships with customers. Company Building: Every team member is part of our company building. Our company is run by the team and as new roles develop, you will have the opportunity to lead and build businesses. Our Culture Our culture combines extremely, high performance with genuine worklife balance: Hybrid Philosophy We value inperson time and get together monthly with our team, however, work is about impact, not location. We offer the flexibility to work from anywhere, while regular offsites and conferences keep our team connected and collaborative. Our team supersedes expectations and breaks boundaries to share knowledge, solve challenges, and drive innovation. Through monthly industry trainings and presentations, we maintain strong connections despite physical distance. Diverse Perspectives & Thought Our team spans multiple countries including the US, Canada, and Brazil, bringing together diverse backgrounds, experiences, and viewpoints. We believe this diversity makes us stronger and more innovative. Our families come from many more countries and these perspectives help shape our company. What Our Team Says Theres a contagious energy across the team. We thrive on collaboration, and everyone is eager to jump in, share ideas, and help each other succeed while solving challenging problems. Jeremy NoskinChief of Staff Working at Alternative Payments has been the most refreshing career experience. We want our team to feel valued, supported, and empowered to do their best work: Competitive Compensation Every employee is granted equity in the business Flexible PTO policy Vision coverage Work Setup Onetime WFH stipend for home office setup Regular inperson team events and conferences Open Positions Customer Support Specialist Location Toronto Employment Type Full time Location Type Hybrid Department Customer Success At Alternative Payments, we are transforming the way servicebased 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 Were Looking For Were 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 problemsolving, client engagement, and crossfunctional collaboration and wants to take a handson role in improving processes, enhancing selfserve 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 inoffice requirements to be downtown Toronto from Monday - Wednesday (subject to change, so flexibility appreciated). What Youll Do Lead and execute on frontline customer support across phone, email, live chat, and video conference calls delivering timely, empathetic, and solutionoriented responses. Guide customers through troubleshooting workflows to identify root causes and resolve technical issues. Collaborate crossfunctionally 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 selfservice. 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 Youll Bring 23+ years of experience in a customerfacing 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 highquality customer service with a strong customercentric mindset. Strong communication skills with the ability to clearly explain technical concepts to nontechnical users. A proactive, analytical mindset with the ability to problemsolve creatively when the obvious path doesnt exist. Ability to collaborate effectively across teams and manage competing priorities in a fastpaced environment. Postsecondary 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 fastpaced startup environment. Postsecondary 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 fastpaced, dynamic, and highimpact 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, youll do work that truly matters. Own your impact: Lead meaningful, highimpact 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 thats deepening your expertise in your domain or exploring something new. Thrive in a supportive culture: As a scaling startup, theres 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 were headed. Resourcefulness & AI: We stay scrappy, find creative solutions, and make progress even when the path isnt 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 Were 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 youre 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. Were 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. #J-18808-Ljbffr