Remote Overnight Support Specialist – Payments

Bilinguallink; Welland; Remote; CAD 47,000 - 55,000; Full time

Benefits offered by this job

Remote first environment

Health & Dental Benefits

Wellness Spending Account

Retirement savings matching plan

Generous Vacation + Summer Fridays

Birthday Day Off

Quarterly Socials

Volunteer Days

Quality Hardware provided

Parental leave top up program

Job summary

Paramount Commerce, a Canada-based fintech company, is seeking a Support Specialist for overnight operations from 12am to 8:30am EST. You will be on the front lines supporting Business Customers and their Consumers with care, clarity, and confidence at every interaction.

This role focuses on solving inquiries via chat and email, documenting interactions, and collaborating with internal teams to improve processes and the overall customer experience.

Qualifications

• 2+ years in a contact centre or customer support (chat/email) environment.
• Comfortable working overnight from 12am–8:30am EST with focus during late hours.
• Empathetic approach to support, resolving issues clearly and building trust.
• Familiarity with contact center metrics and KPIs.

Responsibilities

• Respond to Business Customers and their Consumers via chat and email, resolving inquiries and issues.
• Work overnight shifts with a consistent late-night schedule.
• Develop product knowledge to provide accurate, helpful support.
• Collaborate with internal teams to resolve inquiries promptly.
• Ensure interactions are well-documented and aligned with processes.
• Suggest process improvements to tools and customer experience.
• Monitor accounts for potential fraudulent activity and act when needed.
• Support special projects to improve product quality and service delivery.
• Assist with additional administrative tasks as needed.

Skills

Chat & email support

Overnight shifts

Empathy in customer service

Written communication

Tools

Genesys Cloud

Job description

Paramount Commerce, a Canada-based fintech company, is seeking a Support Specialist for overnight operations from 12am to 8:30am EST. You will be on the front lines supporting Business Customers and their Consumers with care, clarity, and confidence at every interaction.

This role focuses on solving inquiries via chat and email, documenting interactions, and collaborating with internal teams to improve processes and the overall customer experience.