Customer Support Specialist, FinTech

Infinity Software; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Infinity Software, a division of Aquila, is seeking a Customer Support Specialist for a fully remote role in the United States or Canada. You will support a portfolio of 20–40 clients across the US and Canada, handling inquiries via phone, chat, and email, troubleshooting issues, and guiding users through product features.

You’ll join a mission-driven team focusing on delivering exceptional client experiences while adapting to evolving software solutions.

Qualifications

• 2+ years of technical customer support experience.
• Experience in startup or high-growth environment preferred.
• Ability to work 9:00 a.m. to 5:00 p.m. Pacific Time.
• Comfort with learning new tools and platforms.

Responsibilities

• Technical problem-solving and investigation; identify root causes and document workarounds.
• Ticket ownership from investigation to resolution with clear customer communication.
• Serve as a trusted advisor by understanding customer needs and recommending solutions.
• Translate technical findings into customer-friendly updates and share knowledge with the team.

Skills

Technical support

Customer success

Communication

Problem solving

Time management

Remote work

AI tools

Chatbots

Tools

Microsoft Office

Databases

Remote access tools

Chatbots

AI-enabled help desk

Job description

At Aquila, we invest in category-defining B2B/B2G software companies globally, acting as a thought-partner, striving for the success of our companies in the long term. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company. For our people, this means limitless possibilities.

We are unapologetically unique, pivoting to respond to the needs of the multiple markets we operate in. We have ambitious goals, and we are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.

Who we need

Infinity Software has been part of Aquila since 2021. We build software that helps alternative lending institutions lend money to all individuals regardless of their financial history. At Infinity, we recognize that the only way for our clients to perform better is for our software to outperform the status quo, surpass the competition, and exceed expectations. Our highly customizable platform delivers functionality to manage loan products, marketing campaigns, collections, analytics, and reporting with precision and efficiency.

Reporting to the Senior Manager, Customer Success, we are looking for a Customer Support Specialist. You will be the trusted point of contact for a portfolio of 20 to 40 clients across the United States and Canada. You will ensure timely, accurate, and professional support by managing inquiries, troubleshooting technical issues, and guiding users through software features. Your ability to handle multiple priorities, provide real-time assistance via phone, chat, and email, and maintain a clear and friendly communication style will be essential to creating an exceptional client experience.

This is a full time, fully remote position within the United States or Canada with working hours aligned to 9am - 5pm PST.

What’s in it for you

Challenges. You are seeking a customer support role where no two days are the same. This is an opportunity to provide technical support and training to a diverse audience on complex and highly customizable solutions that undergo regular updates and enhancements. You want to be part of a mission-driven organization where your expertise directly helps customers extend access to small loans for individuals who need them most.

Impact. At Infinity, we have built a focused, fun, and collaborative remote environment where talented individuals come together to create something meaningful. We are committed to fulfilling our mission—to give both our employees and customers the freedom to grow. With 4 billion people globally excluded from traditional financial systems, your work will have real-world impact.

Professional growth. You will work alongside a manager who brings a coaching mindset to leadership; someone who wants to support you as a valued team member and unique individual. A former collegiate baseball player and current coach, he is dedicated to helping you refine your skills, play to your strengths, and advance your career, enabling you to deliver your best performance consistently. As part of Constellation Software, you will have access to continuous learning, internal mobility, and advancement opportunities within Infinity, Aquila, or another business line.

How you will make an impact:

• Technical problem-solving and investigation. Research and troubleshoot technical issues by reviewing historical tickets, reproducing issues, and testing potential solutions in a test environment. Identify root causes, validate fixes, and develop workarounds while documenting findings and collaborating with Development and Business Analysts when needed.
• Ticket ownership and resolution. Take ownership of issues from investigation through resolution. Proactively follow up with internal teams, address roadblocks, elevate when necessary, and ensure tickets continue moving forward. Maintain clear customer communication and realistic expectations throughout the process.
• Customer Success and proactive advising. Serve as a trusted advisor by understanding customers' business needs, anticipating challenges, and recommending solutions that help them get the most value from our platform. Go beyond answering questions to identify opportunities for improvement and help prevent future issues.
• Communication and continuous improvement. Translate technical findings into clear, customer-friendly updates. Document solutions and workarounds, share knowledge with the team, identify recurring issues, and contribute to improvements in our product, processes, and customer experience.

Here’s what you bring:

• The experience. You have 2+ years of experience in technical customer support, ideally in a startup or high-growth environment. You thrive in a fast-paced setting where your initiative, drive, and autonomy meet and exceed the needs of customers. You take a service-oriented and solution-oriented approach to every problem, conducting thorough research, gaining valuable insights, and applying your findings to solve complex issues effectively.
• The flexibility. You are available to work from 9:00 a.m. to 5:00 p.m. Pacific Time (PST) to provide responsive support to our clients during their business hours.
• The technical skills. You are proficient with Microsoft Office, databases, and remote access tools. You have a growth mindset and can quickly come up to speed on new releases and functionality, learning new tools quickly. You are comfortable learning and adapting to new technologies, including chatbots, automated ticketing systems, and AI-enhanced help desk platforms, and you understand how these tools can streamline and enhance support workflows.
• The solution focus. You are analytical, detail-oriented, and client-focused with strong critical thinking, problem-solving, and organizational skills. You can identify patterns, reference prior resolutions, and build upon existing documentation.
• The interpersonal skills. You possess excellent verbal and written communication skills, enabling you to build relationships and earn trust with ease. You can interact confidently with customers at any level, delivering clear information and support and translating technical guidance for non-technical audiences. You are a collaborative team member in a virtual environment. You are responsive, exercise sound judgment, and understand the importance of tone, timing, and clarity in every exchange. You value inclusivity and show respect for differing perspectives.

Aquila is a division of Constellation Software Inc., one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU].

Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. This is a place where high performance and hard work are rewarded, where leaders are grown, and where the best ideas win. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape.

If you share our growth mindset, relationship-focused approach, and high moral fiber, you will thrive at Aquila.

Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences.

What you can expect from our interview process:

• A virtual interview with a Talent Advisor to express your interest in the role and share your experience.
• A virtual technical interview with the Senior Manager, Customer Success and the Team Lead, to review your technical knowledge and customer service approach and to explore how you fit with the role and the team.
• A virtual interview with the Director of Operations to discuss the mission and growth strategy of the company.

Aquila welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.