Support Specialist I

Role overview

Join a remote customer experience team focused on delivering fast, personalized support for an intelligent finance platform used by tens of thousands of companies worldwide. The Support Specialist I serves as a frontline advocate, resolving inquiries across email, phone, and chat while partnering with sales, engineering, and operations to surface insights that shape product and policy. This is an entry-level support position built around urgency, empathy, and precision in serving ambitious customers.

Responsibilities

- Resolve customer inquiries promptly and thoughtfully across email, phone, and chat channels - Build deep familiarity with a suite of financial products and apply that knowledge to troubleshoot complex issues - Craft personalized, well-considered responses tailored to a wide range of customer requests - Triage incoming tickets and identify recurring themes to flag for the broader team - Channel customer feedback back to internal product and support teams to inform improvements - Contribute to team goals through knowledge sharing, mentorship, and collaborative documentation efforts

Requirements

- Must reside within the greater Vancouver, BC area - Flexibility to work scheduled shifts within operations hours of 5am–8pm PT, including weekdays and weekends - Genuine passion for customer support and its role in a customer-centric organization - Ability to translate technical problems into clear, tactful explanations - Strong verbal and written communication skills - Composure, empathy, and diplomacy when handling pressured customer interactions - Comfort and enthusiasm for using AI tools within a support environment

Nice to have

- Bachelor's degree - Background in FinTech or financial services - Prior customer-facing support experience - Hands-on experience with AI-powered customer service tools - Active or recent Series 7 and/or 63 securities license - Willingness to work overtime as needed

Benefits and work setup

- Fully remote position based in Vancouver, BC, with required in-person training at the local office - Hourly compensation ranging from $23.00 to $25.00 CAD, with overtime pay for hours beyond a standard workweek - Potential eligibility for equity and additional compensation components as part of a total rewards package - Inclusive culture with a stated commitment to building a diverse team