Support Specialist; Overnight​/Spécialiste du soutien

The Opportunity

We’re looking for an experienced Support Specialist to join our support team, primarily supporting our overnight operations from 12:00am – 8:30am EST.

In this role you will 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.

• 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, 12:00am – 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.

• 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 12:00am – 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.
• Solid written and verbal communication skills.
• Ability to multitask and navigate multiple digital tools and platforms simultaneously.
• Experience with Genesys Cloud is an asset.

If everything above doesn’t perfectly describe you, but you’re excited to learn, adapt, and grow into new areas, we’d still love to hear from you. We value curiosity, self‑directed learning, and people who enjoy stretching beyond what they already know.

• Canadian Company with over 22 years of history
• Competitive salary
• Generous Vacation + Summer Fridays
• Health & Dental Benefits
• Wellness Spending Account
• Retirement savings matching plan
• Remote first setting
• Quality Hardware provided to do your work
• Parental leave top‑up program
• Birthday Day Off
• Quarterly Socials
• Volunteer Days to give back to our community

The base salary range for this full‑time position is $47,000 – $55,000

CAD. Final compensation will be dependent on experience, skillset, and role‑related qualifications, and will include benefits and bonus as per company policy. Base salary ranges may differ based on location and local currency.

At Paramount Commerce, we are proud to be an equal‑opportunity employer, and we do our best to make sure all people feel supported and connected  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. If you require any accommodation, please let us know and we will work with you to provide the necessary support.

Nous recherchons un(e) Spécialiste du soutien expérimenté(e) pour rejoindre notre équipe, principalement pour assurer les opérations de nuit, de 0h à 8h30 (heure de l’Est).

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