Overnight Support Specialist — 12am–8:30am EST

Paramount Commerce; United States; Remote; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health & Dental Benefits

Wellness Spending Account

Retirement savings matching plan

Remote first environment

Quality hardware provided

Parental leave top up program

Birthday Day Off

Quarterly Socials

Volunteer Days

Job summary

Paramount Commerce, a Canada-based fintech company, seeks an experienced Support Specialist to join the overnight support team from 12am to 8:30am EST. You will handle business customer and consumer inquiries with care, developing product knowledge to deliver accurate, empathetic support across chat and email.

The role emphasizes problem solving, thoughtful communication, and a customer-centric mindset, with opportunities to contribute to process improvements and fraud monitoring.

Qualifications

• 2+ years in a contact center or customer support environment, ideally chat and email.
• Comfortable overnight hours 12am–8:30am EST with focus and responsiveness.
• Empathetic approach to support that builds trust and loyalty.
• Solid understanding of contact center KPIs.
• Knowledge of online payment rules is an asset.
• Strong written and verbal communication skills.
• Ability to multitask across several digital tools.
• Experience with Genesys Cloud is a plus.

Responsibilities

• Respond to Business Customers and their Consumers via chat and email, resolving inquiries empathetically.
• Work overnight shifts 12am–8:30am EST with a consistent late-night schedule.
• Develop deep knowledge of Paramount Commerce products and services to provide accurate support.
• Collaborate with internal teams to investigate and resolve inquiries promptly.
• Ensure interactions are well-documented and compliant with processes and standards.
• Identify opportunities for process and tool improvements to enhance CX.
• Monitor accounts for potential fraud and take appropriate actions.
• Participate in projects to improve product quality and service delivery.
• Support with additional administrative tasks as needed.

Skills

Overnight support

Empathy

Communication skills

Multitasking

Cross-functional teamwork

Genesys Cloud familiarity

Tools

Genesys Cloud

Job description

Paramount Commerce, a Canada-based fintech company, seeks an experienced Support Specialist to join the overnight support team from 12am to 8:30am EST. You will handle business customer and consumer inquiries with care, developing product knowledge to deliver accurate, empathetic support across chat and email.

The role emphasizes problem solving, thoughtful communication, and a customer-centric mindset, with opportunities to contribute to process improvements and fraud monitoring.