Implementation & Support Specialist; Remote​/Hybrid

Full-time, permanent
· Remote in Canada, or hybrid in Montreal · $65,000 to $85,000

Fiska builds the payment infrastructure behind software platforms. A platform partners with us, and we handle the payment networks, banking partners, compliance and operations behind it. Our partners can offer payments in their own product, under their own brand, without building or maintaining any of it. We're based in Montreal and more partners are coming on board, so we're adding to the team.

New partners need someone to get them from signed agreement to live payments. That's this role. You'll be their main contact from the first kick-off call through go-live and after. If one of their merchants has an issue the partner can't solve, it comes to you.

You will own the processes and systems that support your role. You will be expected to continuously improve the delivery and support function as well as help scale it as we grow. Your goal will be to take partners from start to finish and beyond as quickly as possible.

Most of the job, about three quarters, is working with people. You'll talk with partners often, keep them informed, and help them through it when things get stuck. The rest is technical: supporting integrations and working in our systems. You'll have several partners at once, and we'd like you to tell us when you see a better way to do something.

• Serve as Primary Partner Contact
• Lead kick-off calls with new partners, develop integration plans, coordinate and manage next steps
• Set up sandbox access and partner accounts
• Help partners through integration and troubleshoot problems integration issues
• Create and maintain partner profiles in our internal systems
• Become a SME for Fiska payments platforms and be able walk partners through testing.
• Handle merchant onboarding for partners, including reviewing applications, chasing missing details and issuing credentials
• Own partner relationship post go-live; track support request, ad-hoc reporting, regular check-ins
• Work with internal teams to provide customer feedback and ensure partner needs are being heard.

• Three to five years in implementation, onboarding, partner support or customer success, in software, payments or something close
• Experience working directly with customers, including helping them integrate to software platforms via API or similar technical setup
• Highly flexible and adaptive personality: comfortable with change and a shifting priorities
• You don't need a technical degree. If you've used API’s and a customer relationship management system, you'll pick up our tools on the job
• Payments experience helps, but we don't expect it

You'll do well here if you:

• Get started without waiting for detailed instructions
• Stay calm when a partner is frustrated
• Do what you say you'll do
• Handle partner information carefully
• Like working somewhere that's still growing and changing
• Passionate about delivering value and success

English is required. French is a bonus. If you speak it, you'll use it with partners and with our Montreal team. If you don't, please apply anyway.

You can live anywhere in Canada and work Eastern business hours. We'd prefer someone on the East Coast. If you're in Montreal, the role is hybrid.

• Salary of $65,000 to $85,000. Placement in the range reflects your implementation or customer experience, payments background, and technical integration experience
• Flexible hours and vacation
• Group health benefits, with plan details covered in interviews and confirmed in writing with your offer
• Permanent, full-time role

• You must be legally entitled to work in Canada
• This posting is for an existing vacancy
• We don't use artificial intelligence to screen, assess or select applicants
• If you need an accommodation at any point, let us know

Thanks for your interest in Fiska. We review every application and will reach out to the people we'd like to speak with.