Join us in revolutionizing how businesses get paid! At Alternative Payments, we're on a mission to unlock financial freedom for B2B service companies by transforming their payment experience. We don't just process payments—we eliminate the chaos of manual workflows and turn payment data into powerful business intelligence that drives real revenue growth.
Ready to build the future of B2B payments? Our team is growing and we are looking for a resourceful, technical problem solver who is excited to help us expand our impact by delivering exceptional customer support.
Our customers mean the world to us and we’re looking for someone who is passionate about providing an exceptional experience as a Customer Support Specialist! As the first point of contact for our partners and end customers, you will demonstrate a high level of empathy towards their concerns while providing software support and troubleshooting user experiences. The role requires a combination of technical expertise, excellent communication skills, the ability to work in a fast-paced environment with competing priorities and a customer-focused mindset. Working with our Director of Customer Success, you'll be empowered to not just solve problems, but improve processes and contribute to the growing success of Alternative Payments. Candidates for this role should be located in Toronto.
This is a hybrid role, located in Toronto and will require candidate to join our team in the office 3 days per week.
What you will Bring:
Customer Focus: You have a strong commitment to customer satisfaction and a customer-centric approach.
Team Mindset: You have the ability to work collaboratively with team members and other departments.
Resourcefulness: You are analytical and use available tools and knowledge to find creative solutions when the obvious path doesn't exist.
Experience: You previously worked in a customer facing support role for 2-3 years in a B2B tech company
Technical Skills:You have a knack for troubleshooting software issues and have some familiarity with various operating systems and software applications.
Communication Skills:You are an excellent communicator, and have the ability to convey technical information to non-technical users.
Education: A degree in communications, psychology, sociology, information technology, or a related field is preferred.
Tools: Experience with ticket systems such as Zendesk, HelpScout, etc.
It would be great if you also had a technical background, previous experience in payments or as a sales engineer
What you will do:
You will be the first line of defense in solving customer support requests and responding to customer inquiries and issues via phone, email, or chat in a timely and professional manner.
Guide customers through troubleshooting processes to identify and resolve problems.
Ensure customer satisfaction by addressing concerns and providing effective solutions.
Collaborate with our engineering team to escalate complex issues, report bugs and suggest enhancements
Work closely with engineering and customer success to share knowledge and problem solve technical issues affecting our customers and solve issues
Update the knowledge base and troubleshooting documentation with the latest releases for internal and customer use
Stay up-to-date with the latest product updates and roadmap to provide accurate and relevant support.
Update partner SalesForce records when relevant to include information and pain points that arise from support communication
Own the chatbot support experience. Ensure continuous updates to the chatbot and macros to reflect the latest product releases and empower user self-service
Gather partner and end customer feedback and record it in Linear as product wishlist
items to identify areas for improvement in Alternative’s products or services.
Follow established procedures and protocols for handling technical support issues.
What We Offer
Competitive salary: Total compensation range for this role is $70-$85k CAD. Individual pay is determined by factors including relevant skills, experience, education & training.
Comprehensive benefits package, including health, dental, and vision insurance.
A supportive environment with a leadership team that is committed to empowering our people to do great work.
Opportunity to work with a dynamic and innovative team who truly cares about making a real impact in a rapidly growing industry.
Professional development and career growth opportunities.
What Matters to Us
Transparency & Honesty: We operate with transparency to our customers, investors, and other partners, every step of the way.
Dependability: We are dependable. We do what we say we are going to do and we do not cut corners.
Partnership: We are partners to our customers, investors, and each other, and work together to solve exciting massive problems.
Revolutionary & Boldness: We are revolutionary & bold. We break down barriers and walls to build our own walls in a stronger, safer, and simpler manner.
Diversity & Inclusion: We work together with people of all backgrounds and seek different viewpoints to generate stronger partnerships and create a stronger, more inclusive company and world.
We want to share something important: studies show that men generally apply for jobs when they meet about 60% of the qualifications, while women and people from underrepresented backgrounds often feel they need to meet every requirement before applying. If you're reading this job description and thinking 'I'd love this role, but I'm not sure I'm ready,' we hope you'll apply anyway. We'd be thrilled to connect and explore whether this could be a great mutual fit.
Building an inclusive, accessible workplace isn't just something we believe in—it's how we operate every day. We welcome candidates from all backgrounds and are committed to ensuring our hiring process works for everyone. If you need any accommodations along the way, please don't hesitate to let us know. We're here to support you!
