Fintech Support Associate

ServiceTitan; Remote; CAD 44,000 - 67,000; Full time

Job summary

A leading technology firm in Toronto seeks a Payments Support Specialist. This role involves providing technical and gateway support to customers in the payments industry. Ideal candidates will have over 2 years of experience in a client-facing role and a strong grasp of payment processing terms. The company values innovation and offers flexible work hours and health benefits to its team members. Join us in empowering contractors through technology.

Benefits

Flexible time off

Comprehensive health benefits

Leadership training programs

Qualifications

• 2+ years of client facing experience in the payments industry.
• Strong understanding of payment processing terms and client pain points.
• Ability to break down credit card statements.

Responsibilities

• Provide day-to-day customer support for ServiceTitan Payments.
• Field incoming emails and calls from customers.
• Collaborate with payment processors to mitigate risks.

Skills

Customer support

Payments industry knowledge

Communication skills

Organizational skills

Job description

Ready to be a Titan? We formulate, build, launch and run new ServiceTitan business lines. The team at Platform & Payments is integral to the success of ServiceTitan’s valued customers, as we enable process improvement through technology integrations with key ServiceTitan partners. We build cutting edge solutions in Financial Technology (FinTech), Internet of Things (IoT), etc. to empower contractors to take the next leap forward in streamlining technician interactions with the homeowner. Think of us as a start-up within a start-up. We are extremely ambitious in expanding revenue and contributing to the overall company growth. We are looking for talent and passionate and future Titans that are entrepreneurial, love technology and want to help our customers maximize their potential. The Payments Support Specialist is a strategic role at ServiceTitan. A deep understanding of the payments industry is necessary in order to work with ServiceTitan customers to explain the functionality and support different aspects of ServiceTitan Payments. You will play an integral part in the daily success for our customers.

What You’ll Do:

• Provide day to day support for our customers, including gateway and transactional support, as well as deposit reconciliation
• Serve as point person for existing customers on ServiceTitan Payments, fielding incoming emails and phone calls
• Provide technical support to customers within our software platform, developing expert level knowledge of payment processing within ServiceTitan
• Collaborate with our payment processors to help mitigate risk for our customers, including reaching out to customers for requested documents and providing invoices as requested on behalf of customers
• Act as our internal payments subject matter expert
• Provide training to new customers once implementation is complete
• Assist customers with questions as they pertain to merchant statements and pricing questions

What You’ll Bring:

• Minimum of 2+ years total work experience in a client facing role in the merchant services / payment processing industry
• Strong understanding of payments industry terms (processors, gateways, chargeback, ACH, etc.), economics and client pain points
• Strong communication skills
• Very detailed oriented with strong organizational skills
• Strong understanding of Visa/Mastercard interchange table and costs
• Experience with breaking down credit card merchant statements and doing cost + profitability analysis on them
• Strong desire to work within a start-up environment and build an extraordinary product
• Working Hours: Monday - Friday 9:00am - 6:00pm PST

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Our Commitment to Inclusion:

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is an equal opportunity employer. We do not discriminate against employees based on race, colour, religion, creed, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), marital status, family status, sexual orientation, or any other characteristic protected by applicable provincial legislation.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

A Note on the Application & Hiring Process:

When you submit your application for the Fintech Support Associate position, your candidacy will be considered for all available Fintech Support Associate opportunities across our entire organization, which includes ServiceTitan and its key subsidiaries: Aspire, FieldRoutes, and Convex. Our dedicated recruiting team operates centrally to review candidates for these multiple verticals. This ensures your application receives maximum exposure and that we match your skills and career interests to the team with the greatest business need and best fit. The final hiring decision and offer of employment will specify the exact company (ServiceTitan, Aspire, FieldRoutes, or Convex) and vertical team you will be supporting.

Compensation Disclosure:

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected compensation for this role for candidates residing in Canada is between $44,400 CAD - $66,600 CAD. Actual compensation for an individual may vary depending on many factors, including skills, performance over time, business needs, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits. This position may also be eligible for a bonus.

Personal Information:

ServiceTitan collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as for legal compliance. You can review further details of such collection and use in our Privacy Policy