Job Title: Bilingual Client Success Associate Department: Client Success

Location: REMOTE - Canada (Eastern time zone preferred)

Hours: Monday to Friday 9 AM to 5 PM ET

Reports To: Manager, Client Success

Type: Full-time / Permanent

Salary Range: $55,000 - $60,000 / year Applying for this position Your application

Please provide your resume and include a cover letter that speaks directly to this role. In under 600 words, please share why you believe this position aligns with your skills. The application deadline for this position is August 14, 2026. Our hiring process

Our hiring process has four steps:

Screening interview – A quick chat with the manager to learn more about you, your background, and what interests you about the company and this role

First interview – A conversation with the Customer Success and Product Managers to talk through your experience and learn more about you and your skills

This will include a hands-on assessment of your problem solving and communication skills in the form of a mock phone call, email exchange, and payments/product knowledge

Second interview – A chance to meet with your manager and our Product Managers, to figure out together if we’d be a great match After each step in the process, we’ll let you know whether you’re moving forward. If you applied but were not selected for a screening call, unfortunately, we aren’t able to notify you individually due to limitations with our hiring system. Employment is subject to the successful completion of a background check and references. Who we are

We are a dynamic fintech company changing the face of payments in Canada. We are passionate about modernizing payments to improve financial inclusion across the country, and giving Canadians more ways to pay and be paid.

Our Client

Success team is fully integrated with our entire organization. We are a dedicated team who are committed to ensuring the best customer experience possible while being fully engaged with the company culture. The opportunity

We are hiring a Bilingual Client Success Associate. This position will support the partners who leverage our payment solutions and their customers who use them to complete payments/reloads.



Our solutions include:

PaySimply

Payment acquiring in-person and via e-Transfer

Our card management app, Zenwallet for the Cash Passport Mastercard

And much more! What that means

Supporting

Our partners, who are the Canadian and international businesses who offer our payment solutions to their customers

Their customers, who are paying a business or organization or reloading a prepaid card using our payment solutions

Support includes understanding and responding to customer inquiries, technical support, product related issues, with timely and accurate resolution via the phone and email

Mastering our various support channels, including email and phone

Collaborating with the entire organization to constantly improve our knowledge base and the level of support we offer to our partners and customers Who you are

You are motivated by positive interactions with clients and take accountability to ensure they are supported. You view complaints as an prospect to delight and turn detractors into promoters. You’re curious and ask questions to gain a deeper understanding.

You have a growth mindset and learning orientation. You dig deep to understand the real problem and work collaboratively with others to solve them. You think Fintech is cool and that payments can actually impact the customer experience.

You take pride in your work and your conversations. You are excited to be the face of the company when it comes to customer experience. You leverage your knowledge about our products to read between the lines in order to get to the root of the problem.

You’re not afraid to get your hands dirty by replicating issues with our apps and services. Required:

2+ years of Customer Service, Technical Support, Call Centre, or Operations experience

Fluent in both English and French,



preferably Québec dialect, as well as exceptional skilled communication skills in both languages

Exceptional phone and email etiquette

Post-Secondary diploma

Flexible to work during the week, extended hours during peak season (March-April), and weekends, depending on business needs

You can explain complex issues clearly to customers and teammates, adapt your communication style to different audiences, and confirm understanding before moving forward

Can easily adapt to change: we support a variety of products and wear many hats in our day to day

Working knowledge of payment methods such as debit and credit cards, INTERAC e-Transfer and Request Money, or other alternative payment methods

You’ll be responsible for understanding the customer’s underlying issue, identifying the root cause, and translating technical or product information into clear next steps

Solid digital literacy to support partners/payer/cardholders with registration or login issues, password reset flows, navigating web and mobile apps, etc.

Able to maintain customer service standards and accuracy during high-pressure situations A quiet home office space, free of distractions, equipped with reliable high speed internet Not required but nice to have:

Payments, banking, card services, or financial technology experience What’s in it for you?

Competitive annual salary

Full benefits program A group RRSP plan matched by the company

Fully remote work environment

3 Weeks of paid vacation

Paid Volunteer Days

Learning & Development Credit

Health & Wellness Allowance

Summer Hours

Employee Appreciation Day

Annual Company Bonus

Employee Stock Option Plan

Peer-to-Peer Recognition Program

Home office setup expense Payment Source encourages inclusiveness and empowerment, we are a fantastic place to learn, to make a difference, and to grow your career.

Privacy Statement: By submitting an application, you acknowledge that we will collect and use your personal information for recruitment and hiring purposes. Applicant information will be handled in accordance with applicable Canadian privacy laws and our privacy practices.

📌 Bilingual Client Success Associate (Canada)
🏢 Payment Source
📍 Canada