Back
Customer Support Specialist
Full-time
About Alternative Payments
At Alternative Payments, we are transforming the way service-based companies handle payments. Our innovative platform automates the entire accounts receivable process, helping businesses save time, reduce costs, and scale with confidence.
The Role
We're seeking a Customer Support Specialist to join our Customer Experience Team and help us deliver exceptional support experiences while building scalable systems that empower our customers to succeed.
This role is ideal for someone who thrives on technical problem-solving, client engagement, and cross-functional collaboration — and wants to take a hands-on role in improving processes, enhancing self-serve tools, and contributing to product feedback loops that shape our roadmap.
What You'll Do
Lead and execute on front-line customer support across phone, email, live chat, and video conference calls
Guide customers through troubleshooting workflows to identify root causes and resolve technical issues
Collaborate cross-functionally with Engineering and Customer Success to escalate complex issues and share insights
Take ownership of chatbot and macro workflows, ensuring continuous updates that reflect new releases and enable scalable self-service
Propose improvements and help establish best practices for support documentation and ticket handling
Update and maintain the knowledge base for both internal teams and customers
Stay current on product updates and roadmap developments to provide accurate and proactive support
What You'll Bring
2-3+ years of experience in a customer-facing support role within a B2B technology company
Strong skills in troubleshooting software issues
Experience working with ticketing systems such as Zendesk, HelpScout, or similar platforms
Strong communication skills with the ability to clearly explain technical concepts to non-technical users
Knowledge and experience using AI to drive process improvements and efficiency
Hybrid role: in-office Monday-Wednesday in downtown Toronto.
