Senior Customer Care Specialist

ivy Group Inc; Canada; Remote; CAD 75,000 - 100,000; Full time

Job summary

A leading consumer lending startup in Canada is seeking a Senior Customer Care Specialist to strengthen its customer success function. This remote role focuses on high-impact support, especially in billing and collections. Candidates should have at least 3 years of customer support experience and a proficiency in using tools like Zendesk. The ideal candidate will thrive in a fast-paced environment and contribute to the continuous improvement of customer support processes.

Benefits

Comprehensive health benefits

Flexible work arrangements

$1,000 per year learning & development stipend

Qualifications

• Minimum of 3 years of experience in customer-facing support roles.
• Strong experience in billing, collections, and customer financial support.
• Excellent written and verbal communication skills.

Responsibilities

• Own and resolve high-impact support and collections cases.
• Navigate complex billing inquiries and disputes.
• Maintain and improve internal documentation.

Skills

Customer financial support

Billing and collections

Zendesk proficiency

Excellent communication

Tools

Zendesk

Notion

Slack

Job description

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This range is provided by ivy Group Inc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$75,000.00/yr - CA$100,000.00/yr

Direct message the job poster from ivy Group Inc

Elective is a fast-growing consumer lending startup operating in both Canada and the United States. The company provides a “Learn Now, Pay Later” solution that helps online education businesses grow by offering flexible payment options to their customers. Elective's mission is to unlock potential by removing friction between ambition and action.

Elective is trusted to deliver results and the team works tirelessly to do just that. Every feature the team builds and every decision made is designed to best serve both businesses and their customers. Backed by top investors including Rhino Ventures, Panache Ventures, and founders from Thinkific, Tiny, and Corporate Finance Institute, Elective is growing quickly and building a team that shares values of clarity, responsiveness, and real impact.

The Position

Elective is hiring a Senior Customer Care Specialist to strengthen its customer success function and help build scalable, best in class support systems. Reporting to the Head of Customer Care, this role will take on high-priority support work with a focus on billing and collections. It will also serve as a reliable, steady presence for the growing team.

This is a hands-on role suited to someone who thrives in high-growth environments. The Senior Customer Care Specialist will manage their own ticket load, collaborate cross-functionally, surface insights for process improvement, and provide informal mentorship to junior team members. Your superpower is spotting patterns before they become problems and designing smarter ways to scale support. Your work will directly shape customer satisfaction, merchant trust, and financial performance of Elective.

This is an ideal opportunity for someone who is focused on execution but energized by systems thinking and mentorship. The right candidate will bring depth in customer care, a commitment to consistency, and a passion for setting a new standard of excellence.

Key Responsibilities

Customer Support Operations

• Own and resolve high-impact support and collections cases across email and phone, including identifying delinquent accounts and leading resolution strategies
• Navigate complex billing inquiries and disputes with empathy and precision—preserving customer relationships while upholding company policies.
• Use tools like Zendesk to triage tickets, build macros, and surface insights that inform product and operational decisions
• Escalate recurring issues thoughtfully, contributing to cross-functional problem-solving and long-term fixes

Knowledge Management and Process Improvement

• Maintain and improve internal documentation using tools like Notion, Guru, and Slack—keeping it accurate, actionable, and easy to access
• Identify friction points in workflows and propose practical solutions that improve efficiency and customer outcomes
• Collaborate with Product, Operations, and leadership to share learnings from support interactions and shape the systems behind the scenes
• Contribute to the evolution of our internal tools, escalation paths, and reporting practices to support a scaling business

Team Support and Informal Leadership

• Provide guidance and peer support to junior team members, modeling clear, calm, and customer-first communication
• Help shape our team rhythm and support structure by actively participating in planning, retros, and discussions around team norms
• Promote a culture of responsiveness, consistency, and shared ownership—championing continuous improvement as we grow

The Essentials

• Minimum of 3 years of experience in customer-facing support roles with ownership of ticket volume
• Strong experience in billing, collections, and customer financial support
• Experience with support tools like Zendesk, Intercom, or similar platforms to manage queues, streamline workflows, and improve team efficiency
• Excellent written and verbal communication skills
• Proven judgment and autonomy in high-growth or fast-paced teams
• Experience working in a lean or startup environment
• Comfort with ambiguity and evolving processes
• Strong sense of ownership and personal accountability
• Motivated by purpose-driven work and team collaboration
• Customer-first mindset focused on solving rather than scripting
• Willingness to iterate and contribute to systems as the company evolves

Additional Strengths That Would Be Great

• Experience coaching or onboarding teammates
• Background in SaaS, fintech, or tech-enabled service models
• Familiarity with Notion, Guru, Slack, or similar internal tools
• Interest in the education, financial services, or consumer lending sectors

Location and Work Environment

This is a full-time remote role. Elective is remote-friendly across Canada but has a preference for candidates located in Vancouver or the surrounding region. Elective also have an office in Vancouver and is happy to support in-office work for those who prefer it.

Compensation and Benefits

The compensation range for this position is $75,000 to $100,000 annually. This range reflects market benchmarks and accounts for varying levels of experience, from candidates growing into the role to those with an established track record. Compensation will be determined based on relevant knowledge, skills, and experience.

Benefits include a comprehensive health benefits plan, wellness spending account, flexible work arrangements, $1,000 per year learning & development stipend, opportunities for career growth within a high-impact startup, and additional benefits tailored to support employees in a dynamic work environment.

To express interest or for more information, please contact:

Sue Sinclair | ivy Group

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Information Technology

• Industries

  Financial Services and Technology, Information and Media

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