Payment Specialist

Practice Better

1d•$60,000 - $70,000•Remote

About The Position

Ready to make a real impact on global health and wellness care? Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we’re now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries. In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform. We’re a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together. Position Summary We are seeking a strategic and customer-focused Payment Specialist to join our Payments team. This role uniquely blends technical support expertise with consultative account management, requiring someone who can both solve complex payment processing issues and drive meaningful behavioural change among our customer base. As a Payment Specialist, you will serve as a trusted advisor to our customers, providing expert technical guidance on merchant account questions while simultaneously identifying opportunities to transform how they use Practice Better Payments. You'll need to see beyond the immediate support ticket to understand the bigger picture—recognizing patterns, uncovering root causes, and proactively coaching customers toward payment best practices that increase their overall adoption and success with our platform. This position is ideal for someone who thrives at the intersection of technical problem-solving and strategic relationship building. You'll answer day-to-day technical inquiries with precision and speed, but your real impact will come from your ability to influence customer behaviour, build confidence in our payment solution, and help customers realize the full value of Practice Better Payments through consultative engagement. Note: Practice Better is a remote-first company with team members across North America. However, this particular role is currently open to Canadian-based candidates only, and preference will be given to applicants legally authorized to work in Canada.

Requirements

Bachelor's or Associate's degree
3-5 years of experience in customer service, account management, sales, or payment support
Understanding of merchant services, payment processing workflows, and compliance requirements
Demonstrated ability to think strategically and consultatively, identifying root causes rather than treating surface-level symptoms
Strong problem-solving skills with the ability to ask clarifying questions that get to the heart of an issue
Excellent written and verbal communication skills
Proven track record of building customer relationships and driving product adoption
Self-motivated with the ability to work independently while collaborating across teams

Nice To Haves

Experience with payment processors such as Stripe or similar platforms
Familiarity with Zendesk and HubSpot
Previous experience in a SaaS or fintech environment

Responsibilities

Respond to merchant account-related inquiries with efficiency and accuracy, diagnosing issues quickly through effective questioning and analysis
Provide consultative guidance to customers on payment best practices, helping them maximize their use of Practice Better Payments
Conduct a minimum of 20 customer consultation calls per month focused on increasing payment solution adoption
Identify opportunities to deepen customer engagement with our payment platform by recognizing patterns and proactively addressing underlying challenges
Collaborate closely with Customer Service team members and the Operations Manager to ensure seamless support delivery
Troubleshoot technical payment processing issues and provide clear, actionable solutions
Document customer interactions and maintain accurate records in our support systems
Contribute to the development of knowledge base articles and best practice resources

Benefits

Comprehensive Benefits
We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends.
Remote-First, Connected Culture
Our remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because connection, creativity, and shared moments matter.
Wellness and Growth
Unlimited vacation, built on trust, clear expectations, and real support for taking time off
Company RRSP program with employer-matched contributions
Comprehensive health and dental benefits from day 1
$750 annual Health & Wellness Allowance
$1,000 annual Learning & Development Allowance to support your growth
$500 annual Home Office Allowance to set up a productive remote workspace
Sprout Family: personalized support for family-building and fertility journeys
Inkblot: confidential, digital mental health support from licensed professionals
Company-wide holiday closure in December
Regular virtual company-wide events, lunches, and team socials to stay connected