Technical Customer Support Specialist

About Benji Pays

At Benji Pays, we're on a mission to revolutionize how businesses get paid. We build automated accounts receivables solutions that help businesses streamline their financial operations, reduce manual errors, and improve cash flow — and we're growing fast.

Our success is driven by a commitment to innovation, excellence, and delivering an amazing customer experience from sales to support and all through the customer journey. You'll work on real problems that have a real impact, and you'll see exactly how your contributions help take this company to the next level.

If you thrive in an environment where great work is valued over titles, and you want to be part of something that genuinely moves the needle for our customers, you might be the perfect fit.

Our Core Values

At Benji Pays, our core values shape everything we do:

• Integrity - We believe in doing the right thing, always.
• Consultative - We listen and provide expert guidance. 
• Solve Real Problems - We are dedicated to finding effective solutions.
• Get Stuff Done (GSD) - We are proactive and results-oriented. 

What We’re Looking For

We are looking for a technically skilled Technical Support Specialist to join our team. In this role, you will troubleshoot technical issues, help customers resolve challenges, optimize their workflows, and maximize the value they get from Benji Pays. You will play a key role in providing technical support, ensuring a seamless experience with our platform, and onboarding new customers. Your expertise will contribute to improving internal systems and continuously enhancing our support processes and onboarding. If you enjoy problem-solving, digging into technical issues, and helping customers succeed, we’d love to hear from you!

Key Responsibilities

• Provide timely and effective technical support to customers through various channels (email, phone, chat).
• Troubleshoot and resolve customer inquiries, issues, and complaints efficiently, ensuring a seamless experience.
• Escalate complex Tier 3 issues to the appropriate teams and follow up to ensure resolution.
• Assist in developing and refining customer support processes and systems to improve efficiency.
• Contribute to the creation of support documentation and resources to enhance customer self-service options.
• Monitor customer health and proactively address any potential issues to improve retention and satisfaction.
• Onboard new customers, ensuring a smooth transition and successful adoption of the product.
• Build strong relationships with customers to understand their needs and provide tailored solutions.
• Conduct regular check-ins with customers to ensure they are maximizing the value of the product.

What You Bring

• Passionate about helping customers and providing exceptional service.
• Ability to think critically and solve problems efficiently.
• Strong troubleshooting skills and attention to detail.
• Prior experience with merchant accounts, onboarding new merchants, payment gateways, and underwriting processes, including merchant underwriting or application review, is highly desirable.
• Clear and concise communication skills, both written and verbal.
• Ability to convey complex information in an easy-to-understand manner.
• Collaborative and able to work well within a team environment.
• Willingness to share knowledge and support colleagues.
• Takes initiative and is proactive in identifying and addressing customer needs.
• Strong work ethic and ability to work independently.
• Ability to see the big picture and understand the long-term needs of customers.
• Strategic thinker with a growth mindset.
• Knowledge of accounting and related computer systems.
• Ability to quickly learn new technologies and systems.
• Bonus! An understanding of SMB needs and invoicing.

Nice to Have’s

• Familiarity with QuickBooks and/or Xero is highly desirable.
• Consulting experience. 
• Accounting knowledge
• Extra bonus if you are bilingual - English & French.

Perks! 

• A true startup experience with well-funded backing, a strong runway and clear growth trajectory.
• A product customers genuinely depend on. Your work directly impacts their financial operations.
• Collaborative, low-ego team that values people who ‘get stuff done’.
• Healthcare Spending Account assisting you and your family with your most important health needs.
• Opportunity to grow further in your role as the company scales.
• Our office is right in the heart of downtown Vancouver with stunning ocean and mountain views from one of the city’s most exclusive business neighbourhoods.
• Easy commute with close access by SkyTrain, West Coast Express, or car.
• We support a hybrid lifestyle with a focus on work-life balance out of our Vancouver office. Ideally, candidates are able to work from the office at least 2 days per week.
• Stocked kitchen with local coffee and snacks.
• Mac laptops so you can do your best work.
  

Exceptional Opportunities Are Rare

Benji Pays is not your typical software company. When we hire you, we are not just offering you a job; we are committing to investing in you and your long-term career. You'll help shape how this innovative company operates and make a genuine impact on the future of our people, product, and clients.

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest; however, only successful applicants will be contacted. Please, no recruiters or phone calls.