Customer Support Specialist

Job Description

Location: Hamilton, ON

Hours of work: Rotating shifts: 9AM-5PM, 4PM-12AM, 12AM-8AM

Language: English required

Duration: Permanent, full-time

About the Opportunity

We are partnering with a fast-growing fintech company that is redefining how businesses manage payments and financial transactions. This is an exciting opportunity to join a high-growth SaaS environment where customer experience is at the core of everything they do.

In this role, you will support both business and consumer users of the platform, providing white-glove, high-quality support while troubleshooting payment-related inquiries. You’ll be part of a collaborative team that values precision, professionalism, and continuous improvement, with clear pathways to grow into roles such as Account Management, QA, or other areas of the business.

What’s in it for You

You will join a high-energy, collaborative environment that values growth, learning, and internal mobility.

You will gain exposure to the fintech and payments space, working closely with merchants, financial partners, and internal teams.

You will have access to career progression opportunities into Account Management, QA, or other business units within 6–12 months.

You will benefit from a strong workplace culture, including team events, wellness programs, and a supportive onboarding experience.

Your Responsibilities

• You will respond to customer inquiries via email (and eventually phone), providing high-quality, accurate, and timely support.
• You will troubleshoot payment-related issues, including transactions, refunds, and platform-related concerns for both businesses and end users.
• You will collaborate with internal teams and external partners, including financial institutions, to resolve complex issues.
• You will manage and prioritize support tickets, ensuring attention to detail and consistent follow-through.
• You will leverage internal tools and systems to investigate issues and provide clear, professional responses.
• You will contribute to a white-glove customer experience by ensuring every interaction is thoughtful, precise, and solution-oriented.
• You will support team initiatives and process improvements, including documentation and knowledge sharing.
• You will adapt to a rotating schedule, including day, evening, and overnight shifts after the initial training period.

Skills and Qualifications

• You will have 1+ year of experience in customer service, support, or hospitality environments.
• You will have strong communication skills, with the ability to simplify complex information clearly and professionally.
• You will have a customer-first mindset, with a focus on delivering high-quality service rather than high volume.
• You will have experience working in fast-paced environments, managing multiple priorities and tasks.
• You will have familiarity with CRM or ticketing systems (e.g., Freshdesk, Zendesk, or similar tools).
• You will have strong attention to detail and problem-solving abilities.
• You will have proficiency in Microsoft Office and comfort working with digital tools and platforms.
• You will have a proactive and adaptable approach, with a willingness to learn and grow within the role.

Additional Details

• Compensation: $23/hour
• Benefits: Health & dental, wellness spending account, on-site gym, fitness membership, daily meals, team events, and learning support

Why Partner with Altis

If you’ve never worked with a staffing agency before, we make it easy. We work with top employers across Canada who have great jobs to fill, each vetted and verified by our team. When you apply for a job with Altis, we get to know you as a candidate and learn what your strengths are. Then, if you’re a solid match, we handle all the logistics, advocating for you as a candidate for the role, providing access to coaching and connecting you directly with the hiring manager. And rest assured, all our services are free of cost for candidates.