Product Support Specialist I, Merchant Care (Remote - Canada, excl. Quebec)

Open only to candidates residing in Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, or Saskatchewan. Residents of Quebec and the territories are not eligible. This is a front-line support role for a consumer payments and financing company that serves e-commerce merchant partners. You will resolve technical and operational issues for merchants, becoming a trusted product and payments expert they can rely on for fast, accurate answers. The role works closely with Sales, Client Success, Operations and Engineering teams, and sits within a remote-first team.

What you'll do

• Support merchant partners running online stores on a variety of e-commerce platforms.
• Troubleshoot complex technical and configuration issues and drive them to resolution.
• Partner with engineers on technical and operational problems, and provide high-touch support to merchants.
• Manage a high volume of inquiries at once, prioritizing by urgency and impact.
• Help build scalable support processes and refine workflows based on feedback.
• Communicate product updates and new features to merchants, and collect merchant feedback to inform product planning.

What you need

• Fluent in both French and English.
• Bachelor's degree or equivalent experience.
• At least 2 years of experience in tech, e-commerce, SaaS, or a similar support role.
• Strong written communication skills, able to explain technical concepts clearly and build relationships through email.
• Ability to stay efficient and empathetic while handling high request volumes.
• Nice to have: experience with major e-commerce platforms (such as Shopify or WooCommerce) or familiarity with web development concepts, and comfort reading logs and structured data.
• Must reside in one of the eligible Canadian provinces listed above.

How to apply

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