Credit Card Support Specialist

Technical Support | Merchant Operations | AI Automation

Company: Finvaro
Location: Toronto, ON (In-office preferred; exceptional candidates elsewhere in Canada considered)
Employment: Full-Time, Permanent
Salary: $70,000–$80,000 CAD (up to $85,000 for exceptional candidates)

About the Chance

Finvaro is a Toronto-based payment processing company helping businesses across Canada accept and manage payments securely and efficiently.

As our credit card processing division expands, we're looking for a technically capable, resourceful problem-solver to join our growing team.

This is not a traditional customer service or ticket-handling role. We're looking for someone who can independently investigate technical issues, troubleshoot payment integrations, manage merchant relationships, and leverage AI tools to improve operational efficiency.

You'll work directly with the product leadership team, initially supporting approximately 20 merchant accounts, with responsibilities expanding as the business grows.

This is an opportunity to join a growing fintech company at an early stage, take meaningful ownership, and develop into a senior operational or leadership role.

Key Responsibilities

Technical Support & Problem Resolution

- Independently investigate and resolve payment processing issues, including transaction failures, gateway errors, settlement discrepancies, refunds, and chargebacks.
- Troubleshoot APIs, payment integrations, transaction logs, and merchant configurations.
- Coordinate with internal technical teams, payment processors, and banking partners to resolve complex issues.
- Identify root causes and develop solutions that prevent recurring problems.

Merchant Operations & Relationship Management

- Proactively monitor merchant accounts, transaction volumes, approval rates, and processing performance.
- Serve as a primary contact for merchant technical issues, ensuring responsive communication and timely resolution.
- Build strong merchant relationships, support account retention, and identify opportunities to improve processing performance.





Merchant Onboarding & Integrations

- Coordinate new merchant onboarding, account setup, and payment gateway integrations.
- Test payment connectivity, troubleshoot implementation issues, and ensure merchants are successfully processing transactions.
- Work toward same-day merchant activation when required documentation, approvals, and technical prerequisites are complete.

AI & Process Improvement

- Use AI agents and automation tools to investigate problems, analyze transaction data, and improve support efficiency.
- Help develop and maintain AI-powered workflows, troubleshooting resources, and merchant support tools.
- Identify opportunities to automate repetitive tasks and improve operational processes.

Qualifications & Experience

Required

- 3+ years of experience in technical customer support, SaaS, fintech, merchant services, payment operations, or a comparable technical environment.
- Demonstrated ability to independently troubleshoot complex technical problems and take ownership through resolution.
- Experience supporting software integrations, APIs, connected systems, or technical applications.
- Robust customer communication skills, including experience managing escalations and resolving difficult situations.
- Practical experience using AI tools, agents, or automation to solve business problems.
- Strong organizational skills, attention to detail, and the ability to work independently.

Preferred

- Experience with credit card processing, payment gateways, merchant acquiring, or payment service providers.
- Knowledge of authorizations, settlements, refunds, chargebacks, and transaction troubleshooting.
- Familiarity with REST APIs, Postman, JSON, webhooks, or basic scripting.




- Experience with AI tools such as Claude Code, Codex, n8n, Zapier, or similar platforms.

Direct payment processing experience is highly desirable but not mandatory. We welcome exceptional candidates with strong technical troubleshooting, customer service, and learning capabilities.

What Makes You Successful?

- Independent & Accountable: You investigate problems, develop solutions, and follow through without constant supervision.
- Technically Curious: You enjoy understanding complex systems and learning new technologies.
- Customer-Focused: You communicate clearly, manage challenging situations professionally, and build trusted relationships.
- Proactive & Organized: You anticipate issues, manage priorities, and take ownership of results.
- AI-Forward: You're comfortable using AI and automation to work smarter and solve problems.

What Success Looks Like

- Independently resolve approximately 95% of routine merchant support issues.
- Target merchant onboarding and activation within eight business hours when all prerequisites are satisfied.
- Proactively identify merchant processing issues and support strong account retention.
- Improve operational efficiency through better processes, troubleshooting, and AI-powered automation.

Why Join Finvaro?

- Join a growing fintech business at an exciting stage of expansion.
- Take ownership of meaningful technical and operational responsibilities.
- Work directly with leadership and gain exposure to payment technology and AI.
- Build a long-term career with opportunities for advancement as the division scales.

How to Apply - Submit your resume via Indeed or Lighthouse Hosted Jobs Page

Qualified Applicants will be invited to complete a Predictive Index assessment

We may use AI to assist in our recruiting process.

Applicants must be based in Canada. The successful candidate will be required to complete a criminal background check appropriate for a financial services role.

Pay: $70,000.00-$80,000.00 per year

Work Location: In person

📌 Credit Card Support Specialist (Toronto)
🏢 Secure Digital Payments
📍 Toronto