Manager, Escalations

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.

As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.

We are seeking a Manager, Escalations to join the Customer Operations team. In this role, you will report to the Director, Customer Operations and be responsible for providing leadership and day-to-day operational support to our internal & external partners. You will play a key role in executing on the Customer Operations Strategy in creating exceptional experiences with everyone who interacts with us.

What will you do? 

• Lead, motivate and coach the Tier 2 Escalations Team in Customer Operations
• Own the Customer Operations incident management program to ensure an effective end-to-end experience across the organization
• Support Customer Operations with advanced escalations that require a strong technical understanding of our products and services 
• Utilise the Genesys Cloud platform to manage the team’s KPIs, ensuring that the Customer Experience exceeds our business partner’s expectations
• Collaborate cross-functionally with leaders in Product, Sales, Onboarding  and Technology to ensure our support model effectively improves the overall customer experience 
• Ensure that the Escalations team provides swift resolution to critical incidents while preserving the integrity of our products & services
• Continuously improve processes and streamline workflows to enhance efficiency and effectiveness in supporting both internal & external customers.
• Familiarity with Grafana logging, SQL queries, API test scripts and application support methodologies in order to effectively manage the escalations team(s). 

What we are looking for:

• 5+ years of relevant experience working directly in a Technical Support, Escalations or Client Success management role
• Experience in leading Escalation teams with a focus on inter-departmental collaboration, incident management & application support
• Strengths in communication, executive presence & stakeholder management 
• Experience with system monitoring tools and ticketing platforms (e.g., Genesys, ZenDesk, Salesforce), AWS, Grafana and Datadog
• Willingness to work rotating shifts including weekends as we are a 24/7 operation
• Familiarity with Rest APIs, Atom, Postman, Linear, Notion, would be an asset
• Preference will be given to candidates with experience in FinTech and Payment Operations

At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are committed to creating a place for our employees to be their authentic selves. We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments.