Program Specialist, Payments Support (Fintech)

TL;DR

Program Specialist, Payments Support (Fintech): Managing customer inquiries and technical escalations related to payments with an accent on troubleshooting product defects and collaborating with engineering teams. Focus on improving customer experience through incident management and internal knowledge base development.

Location: Remote (Must be based in Canada; specifically Toronto, Halifax, Calgary, Vancouver, Ottawa, Kitchener, Waterloo, Hamilton, or Truro)

Salary: CA$46,000 - CA$60,000 per year

Company

hirify.global is a provider of accounting software designed for small businesses.

What you will do

• Solve inbound and outbound customer support inquiries regarding payments via phone, email, social media, and chat.
• Act as a subject matter expert and technical escalation point for Core Support Specialists, providing real-time knowledge transfer.
• Collaborate with Product Development, Engineering, and external vendors to resolve customer issues.
• Document and advocate for product bugs and usability enhancements.
• Lead real-time customer experience incident management from containment to resolution.
• Develop and maintain internal knowledge base documentation and training for new hires.

Requirements

• 1-3 years of experience in Technical Support and 1+ years of experience working with Payments.
• Proficiency with helpdesk and project management tools like Zendesk and Jira.
• Must be legally authorized to work in Canada (no sponsorship or relocation provided).
• Exceptional written and verbal communication skills for explaining technical issues to non-technical stakeholders.
• Ability to maintain composure and manage difficult conversations in high-pressure environments.

Nice to have

• Experience in SaaS, B2B Payfac, or Fintech environments.
• Proven expertise in real-time technical troubleshooting of complex software workflows.

Culture & Benefits

• Compensation based on fair market value and internal equity.
• Equity grant options.
• Immediate enrollment in a comprehensive benefits program.
• Remote work flexibility within designated Canadian locations.