Support Specialist (Overnight) / Spécialiste du soutien

Paramount Commerce•Kelowna, BC

1d•CA$47,000 - CA$55,000•Remote

About The Position

Paramount Commerce is a fintech company focused on making payments simpler and more secure. We’ve been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on credit cards or e-wallets. As a proud member of Payments Canada, we’re deeply connected to the evolving financial landscape, helping ensure our solutions remain compliant, reliable, and future ready. Security, risk management, and data integrity are at the core of everything we build, and we power payment solutions that are seamless, thoughtfully designed, and built to scale. As we continue to grow our business across Canada and prepare for expansion into new markets, we’re looking for curious, thoughtful, data driven individuals who enjoy directly solving complex problems themselves and pushing ideas from concept to execution, in a rapid iterative environment with highly capable peers. If you’re excited about building the future of payments - and want to be part of a team that’s shaping what’s next - we’d love to hear from you. We’re looking for an experienced Support Specialist to join our support team, primarily supporting our overnight operations, from 12am - 8:30am EST. In this role, you’ll be on the front lines of our customer experience, supporting both our Business Customers and their Consumers with care, clarity, and confidence at every interaction. This role is best suited to someone who enjoys problem solving, communicates thoughtfully, and takes pride in helping people feel supported and understood. If you enjoy working during late night hours, in a quieter, more focused environment, we’d love to hear from you!

Requirements

2+ years of experience in a contact center or customer support environment, ideally supporting customers via chat and email.
Comfortable and reliable working overnight from 12am - 8:30am EST, with the ability to stay focused and responsive during late night hours.
An empathetic approach to customer support, with a focus on understanding context, resolving issues clearly, and creating positive experiences that build trust and loyalty.
A solid understanding of contact center metrics and KPIs.
A positive, energetic, and solution oriented attitude.
A collaborative team player who enjoys working cross-functionally.
Strong written and verbal communication skills.
Ability to multitask and navigate multiple digital tools and platforms simultaneously.

Nice To Haves

Familiarity with online payment rules and regulations is an asset.
Experience with Genesys Cloud is an asset.

Responsibilities

Respond to Business Customers and their Consumers across digital support channels (chat and email), resolving inquiries, requests, and issues efficiently and empathetically.
Work overnight shifts within our support hours of Monday-Sunday, 12am - 8:30am EST, with a consistent schedule covering late night hours.
Develop a strong understanding of Paramount Commerce’s products and services to provide accurate, helpful, and consistent support.
Collaborate with internal teams to investigate and resolve customer inquiries in a timely manner.
Ensure customer interactions are well-documented, complete, and managed in line with internal processes and standards.
Approach your work with a continuous improvement mindset, identifying challenges and sharing ideas to improve processes, tools, and the overall customer experience.
Monitor customer accounts for potential fraudulent activity and take appropriate action when required.
Participate in special projects aimed at improving product quality, service delivery, and customer satisfaction.
Support with additional administrative tasks as needed.