Support Specialist (Overnight) / Spécialiste du soutien (quart de nuit)

Paramount Commerce; Calgary; On-site; CAD 47,000 - 55,000; Full time

Benefits offered by this job

Competitive salary

Generous Vacation + Summer Fridays

Health & Dental Benefits

Wellness Spending Account

Retirement savings matching plan

Quality Hardware provided

Parental leave top up program

Birthday Day Off

Quarterly Socials

Volunteer Days

Job summary

A fintech company is seeking an experienced Support Specialist to provide overnight support from 12am to 8:30am EST. The role involves responding to inquiries from business customers via chat and email, requiring strong communication and problem-solving skills. Ideal candidates will have at least 2 years of experience in customer support, be empathetic, and able to work during late-night hours. This position offers a competitive salary, generous vacation, health benefits, and a remote-first work environment.

Qualifications

• 2+ years of experience in a contact center or customer support environment.
• Comfortable working overnight from 12am - 8:30am EST.
• Ability to navigate multiple digital tools and platforms.

Responsibilities

• Respond to customers via chat and email, resolving inquiries efficiently.
• Work within support hours of 12am - 8:30am EST, Monday-Sunday.
• Monitor customer accounts for potential fraudulent activity.

Skills

Customer support experience

Problem solving

Strong communication skills

Empathy

Multitasking

Tools

Genesys Cloud

Job description

Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We've been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on credit cards or e-wallets.

As a proud member of Payments Canada, we're deeply connected to the evolving financial landscape, helping ensure our solutions remain compliant, reliable, and future ready. Security, risk management, and data integrity are at the core of everything we build, and we power payment solutions that are seamless, thoughtfully designed, and built to scale.

As we continue to grow our business across Canada and prepare for expansion into new markets, we're looking for curious, thoughtful, data driven individuals who enjoy directly solving complex problems themselves and pushing ideas from concept to execution, in a rapid iterative environment with highly capable peers. If you're excited about building the future of payments - and want to be part of a team that's shaping what's next - we'd love to hear from you.

The Opportunity

We're looking for an experienced Support Specialist to join our support team, primarily supporting our overnight operations, from 12am - 8:30am EST. In this role, you'll be on the front lines of our customer experience, supporting both our Business Customers and their Consumers with care, clarity, and confidence at every interaction.

This role is best suited to someone who enjoys problem solving, communicates thoughtfully, and takes pride in helping people feel supported and understood. If you enjoy working during late night hours, in a quieter, more focused environment, we'd love to hear from you!

What You'll Do

• Respond to Business Customers and their Consumers across digital support channels (chat and email), resolving inquiries, requests, and issues efficiently and empathetically
• Work overnight shifts within our support hours of Monday-Sunday, 12am - 8:30am EST, with a consistent schedule covering late night hours
• Develop a strong understanding of Paramount Commerce's products and services to provide accurate, helpful, and consistent support
• Collaborate with internal teams to investigate and resolve customer inquiries in a timely manner
• Ensure customer interactions are well-documented, complete, and managed in line with internal processes and standards
• Approach your work with a continuous improvement mindset, identifying challenges and sharing ideas to improve processes, tools, and the overall customer experience
• Monitor customer accounts for potential fraudulent activity and take appropriate action when required
• Participate in special projects aimed at improving product quality, service delivery, and customer satisfaction
• Support with additional administrative tasks as needed

Who You Are

• 2+ years of experience in a contact center or customer support environment, ideally supporting customers via chat and email
• Comfortable and reliable working overnight from 12am - 8:30am EST, with the ability to stay focused and responsive during late night hours
• An empathetic approach to customer support, with a focus on understanding context, resolving issues clearly, and creating positive experiences that build trust and loyalty
• A solid understanding of contact center metrics and KPIs
• Familiarity with online payment rules and regulations is an asset
• A positive, energetic, and solution oriented attitude
• A collaborative team player who enjoys working cross-functionally
• Strong written and verbal communication skills
• Ability to multitask and navigate multiple digital tools and platforms simultaneously
• Experience with Genesys Cloud is an asset

If everything above doesn't perfectly describe you, but you're excited to learn, adapt, and grow into new areas, we'd still love to hear from you. We value curiosity, self directed learning, and people who enjoy stretching beyond what they already know.

Why Paramount Commerce?

• Canadian Company with over 22 years of history 🇨🇦
• Competitive salary
• Generous Vacation + Summer Fridays
• Health & Dental Benefits
• Wellness Spending Account
• Retirement savings matching plan
• Remote first environment
• Quality Hardware provided to do your work
• Parental leave top up program
• Birthday Day Off
• Quarterly Socials
• Volunteer Days to give back to our community

The base salary range for this full-time position is $47,000 - $55,000 CAD. Final compensation will be dependent on experience, skillset, and role related qualifications, and will include benefits and bonus as per company policy. Please note that base salary ranges may differ based on location and local currency.

We use technology assisted tools, including artificial intelligence, to support parts of our recruitment process (such as resume screening, note taking, and interview scheduling). These tools are designed to support, but never replace human judgement. All hiring decisions are made by humans, and we are committed to fair, inclusive, and bias-aware hiring practices.

DEI

At Paramount Commerce, we are proud to be an equal opportunity employer, and we do our best to make sure all people feel supported and connected at work. We practice ethical and fair hiring processes and strongly encourage applications from all backgrounds. We believe that different perspectives, experiences, backgrounds, and skill sets are what make for high performing teams, and we are committed to creating a place for our employees to be their authentic selves. Don't worry if you don't check every box. If you're excited about this role and think you'd be a good fit, we encourage you to apply.

Accommodations

Accommodations are available on request for candidates taking part in all aspects of the recruitment process. If you require any accommodation, please let us know and we will work with you to provide the necessary support.