Operations Support Specialist

FastBTCatm⚡; Canada; Remote; CAD 53,000 - 73,000; Full time

Job summary

FastBTCatm⚡ is seeking an Operations Support Specialist to join their remote team across Canada. This key role involves delivering exceptional customer service, managing merchant relationships, and supporting kiosk deployment. Ideal candidates will have a strong understanding of cryptocurrency and prior experience in customer support. Join a dynamic and inclusive workplace committed to understanding and evolving with the needs of their clients.

Qualifications

• High school diploma required; undergraduate degree and at least 1 year of experience or 3+ years relevant experience acceptable.
• Strong communication skills and customer service experience.
• Ability to troubleshoot technical issues and work independently with a distributed team.

Responsibilities

• Provide high-quality support to customers and merchants via phone and email.
• Troubleshoot common issues and escalate when necessary.
• Liaise with external contractors for kiosk installation and maintenance.

Skills

Understanding of cryptocurrency and blockchain fundamentals

Proficiency with Google Workspace

Customer service

Technical support

Excellent written and verbal communication skills

Education

High school diploma

Undergraduate degree in a relevant field

Tools

Zendesk

Slack

Microsoft Excel

DocuSign

Job description

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This is a remote position open to candidates across Canada.

To be eligible, you must be able to work the following hours:

• 10:30 AM – 7:00 PM Pacific Time / 1:30 PM – 10:00 PM Eastern Time.

Position Summary:

The Operations Support Specialist at FastBTCatm is a key cross-functional role supporting customers, merchants, and internal operations. As part of a small, fast-paced team, you’ll be responsible for delivering exceptional customer service, managing merchant relationships, supporting kiosk deployment and maintenance efforts, and contributing to company operations.

You’ll work alongside our existing Operations Support Specialist and report directly to the CEO and COO. Your early focus will be on providing frontline support and learning the full scope of the business. Over time, you will take ownership of operational workflows, merchant account management, and inbound sales responsibilities.

Work Schedule:

• Required Shift: 10:30 AM to 7:00 PM Pacific Time / 1:30 PM to 10:00 PM Eastern Time

Responsibilities:

• Provide high-quality phone and email support to customers and merchants.
• Troubleshoot common issues (e.g., failed registrations, machine usage, transaction follow-up).
• Use platforms like Zendesk, Slack, and internal software to manage support queues.
• Offer “white glove” service, particularly for less tech-savvy users.
• Escalate technical or sensitive issues appropriately.

Operational Execution

• Collaborate with the Operations Support Specialist to execute administrative tasks such as scheduling, reporting, and documentation.
• Maintain internal records and assist in improving standard operating procedures.
• Document recurring processes and update internal knowledge bases as duties evolve.

Contractor & Field Coordination

• Liaise with external field contractors for kiosk installation, maintenance, and repairs.
• Schedule and coordinate field service visits; act as point of contact when issues arise.
• Provide guidance using internal troubleshooting flows to support remote diagnostics.
• Respond to inbound merchant inquiries regarding kiosk placement via Zendesk, phone, and email.
• Qualify merchant leads and present standard rent terms and kiosk value proposition.
• Execute contracts using our streamlined DocuSign system.
• Make outbound calls to potential merchants during downtime to identify new opportunities.
• Manage merchant changeovers, including rent updates and re-executing agreements.
• Serve as ongoing contact for merchant onboarding, relationship follow-ups, and field issue triage (e.g., investigating kiosk outages).

Other Tasks

• Assist with internal research and reporting projects during lower-volume support periods.
• Provide feedback on process gaps or customer friction points.
• Other duties as assigned based on evolving business needs.

Key Qualifications

Education & Experience

• High school diploma required

You must also meet one of the following:

• An undergraduate degree in a relevant field and at least 1 year of related work experience, or;
• A high school diploma and 3+ years of relevant work experience

Skills & Knowledge

• Strong understanding of cryptocurrency and blockchain fundamentals is required
• Proficiency with Google Workspace (Docs, Sheets, Calendar, Gmail)
• Comfortable using Zendesk, Slack, and basic internal ticketing or support systems
• Familiarity with Microsoft Excel and Word
• General knowledge of Adobe Creative Suite is considered an asset but not required
• Ability to learn new tools and platforms quickly
• Excellent written and verbal communication skills in English
• Strong organizational and multitasking skills with attention to detail
• Able to manage task switching, time-sensitive requests, and cross-functional coordination
• Demonstrated ability to work independently while collaborating effectively with a distributed team
• Prior experience in customer service, tech support, or merchant/vendor communication
• Comfortable handling both routine support and challenging interactions
• Confident initiating and guiding sales conversations, explaining terms, and closing simple agreements
• Capable of managing merchant onboarding, changeovers, and ongoing relationship follow-ups
• Willing and able to troubleshoot kiosk outages with merchants and field contractors using established tools and playbooks

Please note that due to the high volume of applications, only those selected for an interview will be contacted.

FastBTCatm is committed to creating a diverse and inclusive workplace. We will provide accommodation for applicants with disabilities throughout the recruitment process, in accordance with the Ontario Human Rights Code. Disability-related accommodations during the hiring selection process are available upon request.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Retail

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