Implementation & Support Specialist (Remote/Hybrid)

Implementation & Support SpecialistFull-time, permanent · Remote in Canada, or hybrid in Montreal · $65,000 to $85,000About FiskaFiska builds the payment infrastructure behind software platforms. A platform partners with us, and we handle the payment networks, banking partners, compliance and operations behind it. Our partners can offer payments in their own product, under their own brand, without building or maintaining any of it. We're based in Montreal and more partners are coming on board, so we're adding to the team.Why This Role ExistsNew partners need someone to get them from signed agreement to live payments. That's this role. You'll be their main contact from the first kick-off call through go-live and after. If one of their merchants has an issue the partner can't solve, it comes to you. You will own the processes and systems that support your role. You will be expected to continuously improve the delivery and support function as well as help scale it as we grow. Your goal will be to take partners from start to finish and beyond as quickly as possible. The WorkMost of the job, about three quarters, is working with people. You'll talk with partners often, keep them informed, and help them through it when things get stuck. The rest is technical: supporting integrations and working in our systems. You'll have several partners at once, and we'd like you to tell us when you see a better way to do something.What You'll DoServe as Primary Partner ContactLead kick-off calls with new partners, develop integration plans, coordinate and manage next stepsSet up sandbox access and partner accountsHelp partners through integration and troubleshoot problems integration issuesCreate and maintain partner profiles in our internal systems Become a SME for Fiska payments platforms and be able walk partners through testing. Handle merchant onboarding for partners, including reviewing applications, chasing missing details and issuing credentialsServe as second-level partner merchant support; answering questions about account set up, fees, billing cycles, settlement, etc. Own partner relationship post go-live; track support request, ad-hoc reporting, regular check-ins Support partner growth initiatives; coordinate material requests, team trainings, etc. Work with internal teams to provide customer feedback and ensure partner needs are being heard. What You BringThree to five years in implementation, onboarding, partner support or customer success, in software, payments or something closeExperience working directly with customers, including helping them integrate to software platforms via API or similar technical setupHighly flexible and adaptive personality: comfortable with change and a shifting priorities You don't need a technical degree. If you've used API’s and a customer relationship management system, you'll pick up our tools on the jobPayments experience helps, but we don't expect itYou'll do well here if you:Get started without waiting for detailed instructionsStay calm when a partner is frustratedDo what you say you'll doHandle partner information carefullyLike working somewhere that's still growing and changingPassionate about delivering value and successLanguage and LocationEnglish is required. French is a bonus. If you speak it, you'll use it with partners and with our Montreal team. If you don't, please apply anyway.You can live anywhere in Canada and work Eastern business hours. We'd prefer someone on the East Coast. If you're in Montreal, the role is hybrid.Compensation and BenefitsSalary of $65,000 to $85,000. Placement in the range reflects your implementation or customer experience, payments background, and technical integration experienceFlexible hours and vacationGroup health benefits, with plan details covered in interviews and confirmed in writing with your offerPermanent, full-time roleHow We HireWe value your time and keep our process thoughtful and transparent. If we invite you to an introductory call, we'll keep you updated at every step from there.Apply through LinkedIn and answer the screening questions. We use your answers to decide who to call, so take your time with themIntroductory call with our recruitment partnerFirst interview with the hiring teamMeet the Team/Offer callReferences from two former managers and a background check, with your consentGood to KnowYou must be legally entitled to work in CanadaThis posting is for an existing vacancyWe don't use artificial intelligence to screen, assess or select applicantsIf you need an accommodation at any point, let us knowThanks for your interest in Fiska. We review every application and will reach out to the people we'd like to speak with.