Product Support Specialist I (Merchant Care)

Role overview

Provide front-line technical and operational support to online retail partners using a payment product. You’ll investigate account and configuration issues, coordinate with internal teams to resolve them, and help improve support processes as partner needs evolve.

Responsibilities

- Respond to multiple partner inquiries, prioritizing urgent issues and communicating clearly and empathetically. - Troubleshoot technical, account, and configuration problems across e-commerce integrations. - Work with engineering, sales, client success, and operations teams to resolve issues and provide reliable guidance. - Share information about product updates and gather partner feedback and feature requests. - Improve support workflows and help build processes that can handle growing demand.

Requirements

- Fluency in both French and English. - A bachelor’s degree or equivalent practical experience. - At least two years’ experience in technology, e-commerce, SaaS, or a related support role. - Strong written communication, including the ability to explain technical topics in clear customer-facing messages. - Ability to manage a high volume of requests with care, understand complex systems, and take ownership of work through completion.

Nice to have

- Experience with major e-commerce platforms or familiarity with web development concepts. - Comfort using logs or structured data to investigate technical issues.

Benefits and work setup

- Remote role open to residents of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. - The listed annual base pay range is CAD $55,000–$75,000. The role may also include health, dental and vision coverage, monthly spending stipends, flexible time off, and an employee stock purchase plan.