Operations Support Specialist (Customer Operations)
Top Benefits
About the role
The expected base salary range for this position is $40/Hr - $45/Hr, depending on experience, skills, and internal equity.
The Company offers a total rewards package in accordance with all applicable federal, provincial, and local laws and requirements.
Benefit eligibility and offerings vary based on role, employment status, and work location.
For contractor positions, benefits are limited to those entitlements and protections required by applicable law, which may include (as applicable) vacation pay, public holidays, leaves of absence, and other legally mandated benefits or payments.
We may use AI-enabled and/or automated tools to support parts of our recruitment process, including application screening, interview scheduling, and candidate communications.
These tools are used to enhance consistency and efficiency.
All hiring decisions involve human review and are not based solely on automated processing.
Role Overview:
We are seeking a customer-focused and detail-oriented Manager, PayPlan Operations Support to provide operational and customer support for PayPlan by bank, an innovative point-of-sale financing solution.
This role is ideal for someone who thrives in a fast-paced, early-stage environment where priorities can change quickly and where taking ownership is valued.
The successful candidate will act as a key support partner for customers, internal teams, and business stakeholders by managing customer inquiries, resolving operational issues, monitoring processes, and supporting continuous improvement initiatives.
This position requires strong communication skills, empathy, attention to detail, and the ability to adapt in a dynamic environment.
Key Responsibilities:
Serve as a primary point of contact for customer inquiries, concerns, and escalations, ensuring issues are handled professionally, efficiently, and with a customer-first mindset.
Partner with internal teams to investigate and resolve customer-related operational issues and provide timely solutions.
Manage customer communications primarily through email, with occasional phone interactions as required.
Review daily operational exception reports to identify issues, investigate discrepancies, and support resolution activities.
Perform operational support activities, including process monitoring, issue tracking, and ad hoc business requests.
Complete month-end and ad hoc reconciliations with accuracy while supporting Finance partners.
Assist with compliance monitoring activities and ensure operational controls are followed.
Support User Acceptance Testing (UAT) activities, including executing test scenarios, documenting findings, and reporting issues.
Assist with fraud operations support activities as required.
Collaborate with cross-functional teams to improve processes and enhance the overall customer experience.
Required Qualifications & Experience:
3-5 years of customer service experience with demonstrated success delivering exceptional customer support.
2-3 years of operations support experience in a fast-paced environment.
Strong written and verbal communication skills with the ability to manage sensitive customer conversations professionally and empathetically.
Customer-first mindset with strong problem-solving skills and the ability to take ownership of issues through resolution.
Strong Excel skills, including experience with formulas, pivot tables, sorting/filtering data, and analyzing exception files.
Strong attention to detail with the ability to identify discrepancies and complete reconciliations accurately.
Ability to manage multiple priorities and adapt to changing business needs.
Self-starter who enjoys working in an entrepreneurial, collaborative environment.
Preferred Qualifications:
Experience supporting financial products, lending, payments, or fintech solutions.
Experience working with Jira or other project/issue management tools.
Experience with User Acceptance Testing (UAT).
Familiarity with SQL is an asset.
French language skills are considered an asset.
Ideal Candidate Profile:
The ideal candidate is someone who enjoys helping customers, solving problems, and working collaboratively in a growing business environment.
They are comfortable with ambiguity, motivated by ownership, and able to balance customer needs with operational requirements.
Strong interpersonal skills and empathy are essential, as this role involves direct interaction with customers and internal partners.
About Collabera
In our relentless pursuit of greatness, we are dedicated to developing individuals, creating exceptional teams, and cultivating a unique culture of unity and care. As providers of digital talent solutions, we aim to positively impact businesses and communities globally. We would be honored to be your trusted and uncommon partner on this journey.
Similar Jobs
Operations Support Specialist (Customer Operations)
Top Benefits
About the role
The expected base salary range for this position is $40/Hr - $45/Hr, depending on experience, skills, and internal equity.
The Company offers a total rewards package in accordance with all applicable federal, provincial, and local laws and requirements.
Benefit eligibility and offerings vary based on role, employment status, and work location.
For contractor positions, benefits are limited to those entitlements and protections required by applicable law, which may include (as applicable) vacation pay, public holidays, leaves of absence, and other legally mandated benefits or payments.
We may use AI-enabled and/or automated tools to support parts of our recruitment process, including application screening, interview scheduling, and candidate communications.
These tools are used to enhance consistency and efficiency.
All hiring decisions involve human review and are not based solely on automated processing.
Role Overview:
We are seeking a customer-focused and detail-oriented Manager, PayPlan Operations Support to provide operational and customer support for PayPlan by bank, an innovative point-of-sale financing solution.
This role is ideal for someone who thrives in a fast-paced, early-stage environment where priorities can change quickly and where taking ownership is valued.
The successful candidate will act as a key support partner for customers, internal teams, and business stakeholders by managing customer inquiries, resolving operational issues, monitoring processes, and supporting continuous improvement initiatives.
This position requires strong communication skills, empathy, attention to detail, and the ability to adapt in a dynamic environment.
Key Responsibilities:
Serve as a primary point of contact for customer inquiries, concerns, and escalations, ensuring issues are handled professionally, efficiently, and with a customer-first mindset.
Partner with internal teams to investigate and resolve customer-related operational issues and provide timely solutions.
Manage customer communications primarily through email, with occasional phone interactions as required.
Review daily operational exception reports to identify issues, investigate discrepancies, and support resolution activities.
Perform operational support activities, including process monitoring, issue tracking, and ad hoc business requests.
Complete month-end and ad hoc reconciliations with accuracy while supporting Finance partners.
Assist with compliance monitoring activities and ensure operational controls are followed.
Support User Acceptance Testing (UAT) activities, including executing test scenarios, documenting findings, and reporting issues.
Assist with fraud operations support activities as required.
Collaborate with cross-functional teams to improve processes and enhance the overall customer experience.
Required Qualifications & Experience:
3-5 years of customer service experience with demonstrated success delivering exceptional customer support.
2-3 years of operations support experience in a fast-paced environment.
Strong written and verbal communication skills with the ability to manage sensitive customer conversations professionally and empathetically.
Customer-first mindset with strong problem-solving skills and the ability to take ownership of issues through resolution.
Strong Excel skills, including experience with formulas, pivot tables, sorting/filtering data, and analyzing exception files.
Strong attention to detail with the ability to identify discrepancies and complete reconciliations accurately.
Ability to manage multiple priorities and adapt to changing business needs.
Self-starter who enjoys working in an entrepreneurial, collaborative environment.
Preferred Qualifications:
Experience supporting financial products, lending, payments, or fintech solutions.
Experience working with Jira or other project/issue management tools.
Experience with User Acceptance Testing (UAT).
Familiarity with SQL is an asset.
French language skills are considered an asset.
Ideal Candidate Profile:
The ideal candidate is someone who enjoys helping customers, solving problems, and working collaboratively in a growing business environment.
They are comfortable with ambiguity, motivated by ownership, and able to balance customer needs with operational requirements.
Strong interpersonal skills and empathy are essential, as this role involves direct interaction with customers and internal partners.
About Collabera
In our relentless pursuit of greatness, we are dedicated to developing individuals, creating exceptional teams, and cultivating a unique culture of unity and care. As providers of digital talent solutions, we aim to positively impact businesses and communities globally. We would be honored to be your trusted and uncommon partner on this journey.