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Manager, Business Customer Operations @Paramount Commerce

[Hiring] Manager, Business Customer Operations @Paramount Commerce

Mar 13, 2025 - Paramount Commerce is hiring a remote Manager, Business Customer Operations. đź’¸ Salary: unspecified. đź“ŤLocation: Canada.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are seeking a Manager, Business Customer Operations to join the Customer Operations team. In this role, you will 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.

  • Lead, motivate and coach the Tier 2 & Tier 3 Business Customer Operations team.
  • 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 and Technology to ensure our support model effectively improves the overall customer experience.
  • Ensure that the Business Customer Operations 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).

Qualifications

  • 5+ years of relevant experience working directly in a Technical Support, Customer Experience or Client Success leadership 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 in SQL and application support, with proficiency in understanding and writing SQL queries is highly desired.
  • Experience with system monitoring tools and ticketing platforms (e.g., Genesys, ZenDesk, Salesforce), AWS and Grafana.
  • 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.

Benefits

  • 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.
  • Diversity of thought, background, and experience are essential to achieve our mission to simplify payments.

Company Description

Paramount has been at the forefront of financial technology innovation and has become a trusted partner to hundreds of leading merchants around the world.

  • We enable merchants to access the global banking system for reliable and secure consumer financial data intelligence and payment processing.
  • Paramount originated in Toronto and has grown to include offices in Vancouver, London, and Malta.
  • We are a global team of smart, dedicated people committed to finding ground-breaking solutions to ecommerce challenges.
  • We foster an inclusive, collaborative environment where all voices are heard, all people are respected, and all triumphs are celebrated.
  • We recognize that leading-edge innovation means doing things that have never been done before.
  • At Paramount, we celebrate diversity and know that our company is stronger with a multicultural team that brings different experiences and backgrounds to the job.
  • Work-life balance isn’t just something we say; it’s something we live.

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đź“Ť Be aware of the location restriction for this remote position: Canada
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Back to Remote jobs  >   Customer Service
Manager, Business Customer Operations @Paramount Commerce
Customer Service
Salary đź’¸ unspecified
Remote Location
Canada
Job Type full-time
Posted Mar 13, 2025
Apply for this position Unlock 54,668 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: Canada
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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