Customer Experience Representative (French Bilingual)

The Customer Support department is critical to the organization and has been growing at pace with the organization's scale. Responsible for setting the tone of the customer experience, the team works closely with the technical support and customer success departments to deliver unparalleled service to our merchants.

Your Job

The Customer Service Specialist – Accounts and Billing, will report directly to the Accounts & Billing Team lead and manage incoming calls and emails for support requests to identify and assess customers’ needs to achieve satisfaction. Paystone is a fast moving and growing company, and so your resourcefulness, ability to ramp up quickly, multi-task, and stay very organized is an asset!

Why join us?

Paystone is growing and evolving on a weekly and monthly basis. We’re getting hyper-focused on filling a market gap with our product, which is also growing. We’re a group of really passionate people who really like to push the status quo and do what’s right.

Your Focus

• Resolve issues regarding clients’ accounts, their billing, and Paystone products.
• Investigate customer concerns and inquiries by asking the right questions to determine the best course of action for a resolution
• Communicate resolution in a timely manner to clients, partners, and other teams.
• Suggest useful information to customers about Paystone products and services that may benefit their account.
• Manage inbound and outbound communications (phone and email) from and to clients, partners, or sales agents related to the client's account.
• Understand the value proposition of Paystone products to be able to support customer decision-making.
• Coordinate & liaise with cross-functional departments to resolve technical and accounting issues.
• Build and maintain relationships with clients and our partners to help reduce churn.
• Be a point of escalation for clients who are considering closing their account and find the right offer to ensure they stay with Paystone
• Take ownership of the accuracy of the client's account information in Paystone’s Salesforce system.

Who You Are

• Being obsessed with customers, and putting them first
• You learn quickly and exhibit tech savviness
• Have experience with navigating CRM’s or other case management tools
• Fluent in French (written and verbal)
• Lastly, you're a pro at logically thinking through complex issues

Perks & Benefits

• Compensation tied to market data (we user Mercer)
• We reward for contribution
• Everyone gets Equity
• Unlimited Vacation - yes, for real!
• We’re committed to career development
• Work from home
• Company Events
• Extended Health/Dental/Vision Care (from start date)
• Disability insurance (from start date)
• Employee assistance program (from start date)

Our Mission

By joining Paystone, you are joining a team that is future focused and driven by our mission of creating Customer Driven Growth.

By helping our clients create better experiences for their customers and then motivating their happy customers to share their experiences with others, our platform creates the momentum for our clients to gain more happy customers. In other words, we win when our customers do.

About Us

Paystone is a leading North American payment and software company redefining the way merchants engage their customers and grow their businesses. The company's seamlessly integrated suite of automated payment processing, customer loyalty, gift card solutions, and now reputation marketing, is used by brands such as Irving Oil, The Source, Global Pet Foods, Kernels Popcorn, and many of the MTY Food Group's restaurant brands. Paystone's solutions are used at over 30,000 locations across Canada and the United States which collectively process over 10 billion dollars a year in bankcard volume. The fintech company employs over 150 employees and serves as the technology partner of choice for hundreds of partners across North America.

***Paystone is an equal opportunity employer. Should you require any accommodations due to disability please let us know at the time you are selected for an interview.**


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