Client Success & Support Specialist-REMOTE

Peloton Technologies

6d • Remote

About The Position

Peloton Technologies is a fully remote company based in Canada, transforming the payments landscape for small businesses and enterprises. Our platform helps business owners manage payments, optimize cash flow, and streamline operations. Founded in 2010, Peloton has grown into a national brand with a team working remotely across Canada. Our culture is grounded in five core values — Teamwork, Respect, Trust, Innovation, and Passion — that shape how we collaborate and make decisions. The Client Success & Support Specialist ensures that clients are supported, engaged, and successful with Peloton’s products while maintaining accuracy and integrity in payment operations. This role combines reactive support, proactive client success, training, and operational responsibilities, including processing transactions, monitoring financial activity, and assisting with reconciliation. Specialists work closely with the Manager and cross-functional teams to deliver an exceptional client experience and operational excellence.

Requirements

• 2+ years in client success, support, or operations, ideally in fintech, SaaS, or payments
• Strong communication, problem-solving, and organizational skills
• Familiarity / experience with in-store POS solutions is an asset
• Comfortable managing both client-facing interactions and financial operations
• Experience with payment processing, reconciliation, and back-office procedures is preferred
• Attention to detail, analytical mindset, and ability to manage multiple priorities
• Proficient with CRM, support ticketing, and payment systems

Responsibilities

• Receive, triage, and resolve client issues efficiently, escalating complex problems to the Manager or relevant teams
• Troubleshoot operational or product-related issues and provide timely solutions
• Track and communicate ticket status and resolution timelines
• Collaborate with Sales and Client Activation teams during client onboarding and account transitions, ensuring all customer information, expectations, and workflows are clearly communicated and properly documented
• Monitor client health and product usage within assigned accounts
• Identify opportunities to deepen adoption and ensure clients realize value
• Participate in periodic business reviews and provide insights to the Manager
• Contribute to initiatives that improve client retention
• Represent the client internally by surfacing recurring issues, product gaps, and improvement opportunities
• Provide input on product, onboarding, and documentation improvements
• Deliver ongoing training for clients on new features or releases across POS and Bill Pay by Card
• Help clients adopt self-service tools, documentation, and guides
• Support onboarding and feature adoption for new staff, as required
• Ensure all operational tasks and payments are correctly set up during client handoff from Client Activation team
• Process client transactions, including electronic payments using various systems and tools, ensuring accuracy and completeness
• Complete daily monitoring of financial partners returned items report and enter returns into Peloton’s system
• Identify discrepancies, alert management, Finance, and Risk & Compliance teams as needed, and follow up with clients on alerts
• Verify new clients’ bank account details through inspection of uploaded void cheques
• Facilitate periodic and on-demand client transactions, including generating receipt/transaction confirmations
• Assist with corporate supplier transactions and back-office procedures, including chargebacks
• Support reconciliation of the Peloton Electronic Payment Processing (EPP) system with the Finance department
• As required, engage with service providers in relation to POS solutions, which could encompass working with software POS providers, gift card partners, lenders, etc.
• Provide technical support for merchant services clients by assisting with inquiries, basic troubleshooting, and creating client-friendly documentation
• Support clients and Advisors with issues related to statements, deposits, funding timelines, and merchant equipment via phone and email, coordinating with service providers when required
• Set up, configure, test, and coordinate shipping or replacement of merchant equipment, ensuring devices are properly prepared and deployment-ready
• Assist with setup and configuration, merchant account updates, and provide guidance on refunds, chargebacks, and PCI compliance
• Maintain internal documentation to support consistent and efficient merchant services support
• Manage web-related services and e-stores for clients enrolled in those plans, including completing scheduled maintenance and updates based on subscription level
• Perform other duties as assigned, consistent with the scope of the role.

Benefits

• Stock in the company through our Employee Stock Ownership Plan (ESOP)
• Competitive benefits plan designed to support you and your family, including extended health care, dental, counselling services, and life insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed