CX - Onboarding Specialist - Toronto

Alternative Finance, Inc.; Toronto; Hybrid; CAD 85,000 - 90,000; Full time

Job summary

An innovative company is seeking an Onboarding Specialist to enhance partner integration with their cutting-edge payment platform. This role is pivotal in guiding new partners through the onboarding process, ensuring they realize value quickly while managing technical aspects and fostering strong B2B relationships. You will thrive in a collaborative environment, engaging in strategic partnerships and utilizing your problem-solving skills to tackle challenges. With a hybrid work model and a culture that values transparency and empowerment, this is an exciting opportunity to make a significant impact in the financial services sector.

Benefits

Equity Ownership

Flexible PTO

Vision Coverage

WFH Stipend

Regular Team Events

Health Insurance

Dental Insurance

Qualifications

• 2-3 years in customer success or onboarding roles, preferably in SaaS or fintech.
• Strong communication skills and ability to manage multiple projects.

Responsibilities

• Lead onboarding for new partners ensuring a smooth transition to our platform.
• Conduct training sessions and provide hands-on guidance for integrations.

Skills

Customer Focus

Communication Skills

Problem-Solving

Time Management

Technical Troubleshooting

Education

Degree in Communications, Psychology, Sociology, or IT

Tools

Salesforce

PSA Tools

ERP Systems

Job description

We’re on a mission to revolutionize financial services for managed service providers — one transaction at a time. By combining cutting-edge payment technology with deep industry expertise, we’re building something special. If you’re passionate about transforming how companies handle payments or building financial services for the future, you’re in the right place.

There is a critical gap in the market: offline, service-based businesses do not have access to the same payment innovations that other industries enjoy. We have set out to change this.

Today, we’re helping companies across North America streamline their payment processes, improve cash flow, and focus on what they do best – serving their customers. Our customers report cutting their accounts receivable time in half and reducing outstanding payments by up to 95%, transforming how they operate their business.

Our Values

Our values are not words on a wall – they are the principles that guide every decision we make and shape how we work together to serve our customers. These core beliefs define our culture and drive our success.

Transparency

We believe in radical transparency – both in our product and our company culture. This approach allows us to move quickly, innovate fearlessly, and build trust with our customers and each other.

Partnership

We're not just building software; we're partners in our customers' success. This partnership mentality extends to how we work with each other, tackling challenges and opportunities as one team.

Empowerment

We believe in ownership and providing equity ownership to every employee. Whether you're in development, sales, or operations, you have the freedom to take initiative and drive results.

Our Culture

Our culture combines extremely high performance with genuine work-life balance:

Hybrid Philosophy

We value in-person time and get together monthly with our team, however, work is about impact, not location. We offer the flexibility to work from anywhere, while regular off-sites and conferences keep our team connected and collaborative.

Diverse Perspectives & Thought

Our team spans multiple countries including the US, Canada, and Brazil, bringing together diverse backgrounds, experiences, and viewpoints. We believe this diversity makes us stronger and more innovative.

What Our Team Says

“There’s a contagious energy across the team. We thrive on collaboration, and everyone is eager to jump in, share ideas, and help each other succeed while solving challenging problems.”

Jeremy Noskin
Chief of Staff

“Working at Alternative Payments has been the most refreshing career experience.”

We want our team to feel valued, supported, and empowered to do their best work:

Competitive Compensation

• Every employee is granted equity in the business
• Flexible PTO policy
• Vision coverage

Work Setup

• One-time WFH stipend for home office setup
• Regular in-person team events and conferences

Open Positions

CX - Onboarding Specialist - Toronto

Location

Toronto

Employment Type

Full time

Location Type

Hybrid

Department

Customer Success

The Role:

We are seeking a proactive, detail-oriented Onboarding Specialist to help new partners seamlessly integrate with our platform and realize value quickly. You will guide partners through onboarding, from connecting integrations to facilitating payment migrations, ensuring a smooth transition.

Reporting to the Director of Customer Success, you will be the first point of contact for new partners. This role requires technical expertise, strong communication, organizational skills, and a customer-focused mindset. The ideal candidate is a problem-solver who thrives in a fast-paced environment and can clearly articulate our platform’s value.

As a key team member, you will build strategic B2B partnerships, managing the end-to-end onboarding experience to help partners and customers transition successfully and address business challenges. You will be involved in onboarding, implementation, engagement, and relationship management. We encourage innovation and value insights to enhance the customer experience, satisfaction, retention, and advocacy.

Candidates should be based in Toronto. This hybrid role requires in-office collaboration 3x per month, with potential for increased office time. Expect engaging team-building activities as part of our dynamic culture.

Key Responsibilities - What you will do

1. Lead onboarding for new partners from the moment they are handed off by sales until they are activated and stable.
2. Assist partners with integrations into PSA tools, accounting software, and ERP systems.
3. Provide hands-on guidance for migrating customer payment methods from previous processors to our platform.
4. Conduct training sessions to educate partners on platform functionality, automation features, and best practices.
5. Clearly communicate the value of our feature set and platform to accelerate adoption and improve time to value.
6. Ensure all required documentation and compliance checks are completed.
7. Stay up-to-date with the latest product updates and roadmap to provide accurate and relevant support.
8. Troubleshoot technical issues, working closely with engineers to ensure a smooth onboarding experience.
9. Update partner Salesforce records to include updates on the onboarding process.
10. Gather partner and end customer feedback to identify areas for improvement in Alternative’s products or services.
11. Collaborate cross-functionally with sales, customer experience, operations, product and engineering teams to optimize the onboarding process.
12. Track partner progress and ensure they are set up for long-term success on our platform.

What you will Bring (Requirements):

1. Education: A degree in communications, psychology, sociology, information technology, or a related field is preferred.
2. Experience: 2-3 years of experience in a customer-facing success, onboarding role, account management or technical support (preferably in payments, SaaS or fintech).
3. Technical Skills: Proficient in troubleshooting software issues. Familiarity with various operating systems and software applications. Understanding of software integrations with the ability to communicate technical concepts to non-technical users.
4. Communication Skills: Excellent written and verbal communication skills. Ability to convey technical information to non-technical users.
5. Customer Focus: A strong commitment to customer satisfaction and a customer-centric approach.
6. Time management: Ability to manage multiple onboarding projects simultaneously and drive timely activation.
7. Problem-Solving: Strong analytical, decision making and problem-solving skills.
8. Teamwork: Ability to work collaboratively with team members and other departments.
9. Self-starter mentality: Have the ability to be self-sufficient and autonomous to meet goals in a remote setting. You thrive in a fast-paced, rapidly growing company.

Nice to have

• SaaS experience
• MSP experience
• Technical background

About Alternative Payments

Alternative Payments is an early-stage B2B payments and checkout infrastructure company, tackling $28T of US B2B payments. Alternative’s white-label, purpose-built payment portal (pay.[customer].com) provides a domain that customers may visit and view outstanding / due invoices anytime and pay via financing, ACH and credit cards. The platform integrates directly with a company’s invoicing software and reconciles all transactions to its accounting software, providing a fully-integrated approach that does not exist, outside of custom ERP applications. Our customers are paid 40% faster, leveraging Alternative Payments.

Compensation

Total compensation range for this role is $85 - $90k CAD. The range displayed on each job posting reflects the approximate total target compensation for the position. Within the range, individual pay is determined by factors including relevant skills, experience, education/training.

What We Will Offer:

1. Competitive Compensation: We want you to feel like an owner, which should be reflected in your salary and equity
2. Remote-first Company: We do our best work when we're balanced, so every employee gets flexible vacation and working hours
3. Top Tier Benefits: Every employee has access to great Health, Dental, and Vision insurance
4. Mission-first Colleagues: We value a culture of authenticity, humility, and excellence. We want you to leave your thumbprint on our company

Our Values:

1. Transparency & Honesty: We operate with transparency to our customers, investors, and other partners, every step of the way.
2. Dependability: We are dependable. We do what we say we are going to do and we do not cut corners.
3. Partnership: We are partners to our customers, investors, and each other, and work together to solve exciting massive problems.
4. Revolutionary & Boldness: We are revolutionary & bold. We break down barriers and walls to build our own walls in a stronger, safer, and simpler manner.
5. 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.