Product Support Specialist I (Merchant Care)

📋 Description

• Support merchant partners: Provide responsive, reliable assistance to e-commerce retailers using
• Troubleshoot technical issues: Investigate and resolve complex technical, account, and
• Collaborate across teams: Work closely with Engineering, Sales, Client Success, and Operations to
• Manage customer inquiries: Handle multiple merchant requests simultaneously, prioritizing issues
• Deliver high-quality communication: Keep merchant partners informed throughout the resolution
• Improve support processes: Identify opportunities to streamline workflows, develop scalable support

🎯 Requirements

• Professional fluency in French and English: Ability to communicate clearly and effectively in both
• Relevant experience: At least 2 years of experience in a relevant industry, such as technology
• Education: A bachelor's degree or equivalent practical experience.
• Technical troubleshooting: Ability to understand complex technical systems, investigate
• Customer service skills: Demonstrated ability to manage a high volume of requests efficiently while
• Written communication: Strong writing skills, with the ability to explain technical concepts

🎁 Benefits

• Annual base salary: CAD $55,000–$75,000, depending on factors such as location, experience, and
• Health coverage: 100% of medical, dental, and vision insurance premiums covered for employees and
• Monthly spending stipends: Support for technology expenses, health, and wellness.
• Flexible time off: Flexible paid time off and a generous holiday calendar.
• Equity opportunities: Potential eligibility for equity rewards and access to an employee stock
• Remote-first work environment: Remote work within eligible Canadian provinces, with flexibility