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About the Role

We are 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!

Responsibilities

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 Monday-Sunday, 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.

Requirements

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.
Curiosity, self directed learning, and people who enjoy stretching beyond what they already know.

Skills

Chat support
Email support
Problem solving
Communication
Customer support
Risk management
Data integrity
Multitasking
Digital tools navigation

Location

Toronto, Canada

Work Type

Remote

Experience Level

2+ years

Salary/Compensations

$47,000 - $55,000 CAD

Benefits

Competitive salary
Generous Vacation + Summer Fridays
Health & Dental Benefits
Wellness Spending Account
Retirement savings matching plan
Quality Hardware provided
Parental leave top up program
Birthday Day Off
Quarterly Socials
Volunteer Days

About the Company

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.
Proud member of Payments Canada, 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.
We power payment solutions that are seamless, thoughtfully designed, and built to scale.
Canadian Company with over 22 years of history.

Equal Opportunity

Paramount Commerce is 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.
Accommodations are available on request for candidates taking part in all aspects of the recruitment process.