Customer Service Representative

Location:

Hamilton, ON

Hours of work:  Rotating shifts: 9AM-5PM, 4PM-12AM, 12AM-8AM

Language:  English required

Duration:  Permanent, full-time

About the Opportunity
We are partnering with a  fast‑growing fintech company  that is redefining how businesses manage payments and financial transactions. This is an exciting opportunity to join a  high‑growth SaaS environment  where customer experience is at the core of everything they do.

In this role, you will support both business and consumer users of the platform, providing  white‑glove, high‑quality support  while troubleshooting payment‑related inquiries. You’ll be part of a collaborative team that values  precision, professionalism, and continuous improvement , with clear pathways to grow into roles such as Account Management, QA, or other areas of the business.

What’s in it for You
You will join a high-energy, collaborative environment that values growth, learning, and internal mobility.

You will gain exposure to the  fintech and payments space , working closely with merchants, financial partners, and internal teams.

You will have access to career progression opportunities into  Account Management, QA, or other business units  within 6–12 months.

You will benefit from a strong workplace culture, including team events, wellness programs, and a supportive onboarding experience.

Your Responsibilities

Respond to customer inquiries via email (and eventually phone), providing high-quality, accurate, and timely support.

Troubleshoot payment-related issues, including transactions, refunds, and platform-related concerns for both businesses and end users.

Collaborate with internal teams and external partners, including financial institutions, to resolve complex issues.

Manage and prioritize support tickets, ensuring attention to detail and consistent follow-through.

Leverage internal tools and systems to investigate issues and provide clear, professional responses.

Contribute to a white-glove customer experience by ensuring every interaction is thoughtful, precise, and solution-oriented.

Support team initiatives and process improvements, including documentation and knowledge sharing.

Adapt to a rotating schedule, including day, evening, and overnight shifts after the initial training period.

Skills and Qualifications

1+ year of experience in customer service, support, or hospitality environments.

Strong communication skills, with the ability to simplify complex information clearly and professionally.

A customer‑first mindset, with a focus on delivering high‑quality service rather than high volume.

Experience working in fast-paced environments, managing multiple priorities and tasks.

Familiarity with CRM or ticketing systems (e.g., Freshdesk, Zendesk, or similar tools).

Strong attention to detail and problem-solving abilities.

Proficiency in Microsoft Office and comfort working with digital tools and platforms.

A proactive and adaptable approach, with a willingness to learn and grow within the role.

Additional Details

Compensation:  $23/hour

Benefits:  Health & dental, wellness spending account, on-site gym, fitness membership, daily meals, team events, and learning support

EEO Statement
All qualified applicants will receive fair consideration for employment. We welcome individuals of all backgrounds, experiences, and identities including those who identify as women, members of racialized groups, Indigenous Peoples, persons with disabilities, and 2

SLGBTQIA+ communities.

If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.

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