Junior Customer Support Associate

Financial Modeling Prep; Toronto; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangements

Collaborative culture

Professional development

Job summary

Financial Modeling Prep seeks a Customer Service Support Specialist with FinTech experience to assist clients with product, API and data questions. You will troubleshoot issues, onboard new customers, and collaborate with product and engineering teams to improve the customer experience.

You will monitor client needs, maintain relationships, and help identify opportunities for account growth while contributing to retention and revenue growth in a fast-paced, global FinTech environment.

Qualifications

• Experience in customer support or success within FinTech or financial services.
• Understanding of financial markets, investments or financial data.
• Strong written communication and problem-solving skills.
• Experience with CRM platforms or support tools is a plus.

Responsibilities

• Respond to client inquiries with clear, practical solutions regarding product, platform, API and data questions.
• Log, investigate, and follow up on client issues with cross-team coordination.
• Build strong understanding of FMP's financial data products and APIs to aid clients.
• Manage client relationships and support onboarding to encourage retention and engagement.
• Identify recurring data questions and provide actionable feedback to product/data teams.
• Collaborate with product, engineering, data, sales and leadership to resolve client concerns.

Skills

FinTech Experience

Customer Focused

Strong Communicator

Analytical

Organized & Accountable

Collaborative

Adaptable

Growth-Oriented

Education

Bachelor's degree in Business, Finance, IT or related field

Tools

CRM systems

Financial Data APIs

Job description

FMP is a leading Financial Market Data as a Service (DaaS) provider, delivering comprehensive financial data, market information, and analytics to businesses, developers, investors, and financial institutions worldwide.

Our mission is to make institutional-grade financial market data accessible to everyone. Through our APIs and data solutions, we empower clients to build powerful financial applications, develop investment models, and make informed, data-driven decisions.

At FMP, we combine technology, data, and innovation to simplify access to financial information. We are a fast-growing, globally connected team that values curiosity, accountability, collaboration, and continuous improvement.

We are looking for a Customer Service Support Specialist with FinTech experience who understands the financial services environment and enjoys helping clients solve problems, navigate data-driven products, and get the most value from our platform.

In this role, you will serve as a key point of contact for our clients, helping troubleshoot technical and data-related inquiries, managing customer accounts, and ensuring a positive customer experience. You will work closely with internal teams to identify recurring issues, improve support processes, and contribute to client retention and business growth.

Key Responsibilities

• Customer Support: Respond to client inquiries promptly and professionally, providing clear, accurate, and practical solutions to product, platform, API, and financial data questions.
• Issue Resolution: Log, investigate, track, and follow up on client issues, coordinating with technical and data teams when additional support is required.
• Financial Data Support: Develop a strong understanding of FMP's financial market data products, APIs, and services to help clients understand and use our offerings effectively.
• Account Management: Monitor client needs, maintain strong customer relationships, and proactively address concerns to support satisfaction, engagement, and retention.
• Client Onboarding: Assist new customers with getting started on the platform, understanding available data solutions, and navigating documentation and support resources.
• Data Quality and Feedback: Identify recurring data questions, usage challenges, and product issues, sharing actionable feedback with the appropriate internal teams.
• Cross-Functional Collaboration: Work with product, engineering, data, sales, and leadership teams to resolve client concerns and improve the overall customer experience.
• Process Improvement: Identify opportunities to streamline support workflows, improve response times, and enhance customer service practices.
• Customer Growth: Recognize opportunities to introduce clients to relevant products and features, support account expansion, and contribute to customer retention and revenue growth.
• Documentation and Reporting: Maintain accurate records of customer interactions, issues, resolutions, and recurring trends to support reporting and continuous improvement.

Who You Are

• FinTech Experience: You have previous experience working in FinTech, financial services, financial technology, market data, or a related industry and understand the expectations of customers operating in this environment.
• Customer-Focused: You enjoy helping people, take ownership of customer issues, and are committed to delivering timely, high-quality support.
• Technologically Curious: You are comfortable learning new platforms, software tools, APIs, and data products. Familiarity with financial data APIs or technical documentation is an asset.
• Strong Communicator: You have excellent written and verbal English communication skills and can explain complex information clearly to customers with varying levels of technical knowledge.
• Analytical and Resourceful: You can investigate problems, identify patterns, ask the right questions, and work toward practical solutions.
• Organized and Accountable: You manage multiple inquiries and priorities effectively, maintain accurate records, and follow through on commitments.
• Collaborative: You work well across teams, communicate proactively, and know when to elevate an issue.
• Adaptable: You thrive in a fast-paced, evolving environment and are comfortable taking initiative without waiting for step-by-step direction.
• Growth-Oriented: You are interested in developing your career at the intersection of customer success, financial technology, and data services.

Qualifications

• Previous experience in customer support, customer success, account management, or a similar client-facing role within FinTech or financial services.
• Demonstrated understanding of financial markets, investment products, financial data, or related technology.
• Strong written communication, problem-solving, and customer relationship management skills.
• Proficiency with customer support platforms, CRM systems, or similar business tools.
• Ability to learn technical products and communicate solutions clearly.
• A bachelor's degree in Business, Finance, Economics, Information Technology, or a related field is an asset; equivalent practical experience is also valued.
• Experience supporting API-based products, SaaS platforms, or technical customers is an advantage.
• Additional language skills are an asset, particularly when supporting international customers.

What We Offer

• An agile, fast-growing work environment where initiative and new ideas are encouraged.
• The opportunity to work with financial technology, market data, and innovative data solutions.
• A diverse, international team with opportunities for professional development and career advancement.
• Competitive compensation and flexible work arrangements.
• A collaborative culture that values accountability, continuous learning, and practical problem-solving.
• The opportunity to make a meaningful contribution to the customer experience of a growing global FinTech business.

Why Join FMP?

At FMP, you will help customers navigate the financial data that powers investment research, financial applications, and business decisions around the world. You will work at the intersection of customer service, financial markets, and technology, with opportunities to expand your knowledge, take ownership of meaningful work, and grow alongside a rapidly evolving company.

If you have FinTech experience, enjoy solving customer problems, and want to help make financial market data more accessible, we would love to hear from you.