About Brim

Brim Financial is a category defining fintech, building the operating system for credit cards and payments. Our platform powers card programs for banks, credit unions, fintechs, and global brands across North America. We are backed by EDC Growth Equity, Epic Ventures, Vistara Growth, and Impression Ventures and have been recognized as a CB Insights Fintech 100 company and Deloitte Fast 50 and Deloitte Fast 500 winner.

As a Customer Operations & Service Specialist, you will play a critical role in ensuring operational excellence while delivering outstanding customer experiences. You will conduct user acceptance testing (UAT) for new product releases, troubleshoot system issues, and act as a key liaison between internal teams, third-party vendors, and our valued cardmembers. This role requires a balance of analytical problem-solving, technical acumen, and exceptional communication skills.

What You'll DoUser Acceptance Testing (UAT) & Troubleshooting

• Conduct user acceptance testing on new product releases and customer-reported issues, validating and replicating scenarios in the UAT environment.
• Create process document illustrating the problem statement and solution architecture setup to resolve the problem.
• Create and validate Operations Monitoring & Reconciliation (OMR) testing results.
• Track, document, and report outcomes of testing activities, ensuring high-quality and bug-free releases.
• Collaborate with internal teams and third-party vendors to identify, troubleshoot, and resolve system defects.
• Provide clear documentation and feedback to product and engineering teams to support continuous improvement.
  
  

Customer Experience & Operations Support

• Represent Brim’s brand by delivering best-in-class service to cardmembers through email, chat, and social media channels.
• Take full ownership of customer and operational queries, ensuring timely and effective resolution.
• Guide customers on using Brim’s digital self-serve tools, online portal, and app functionality.
• Maintain a deep and up-to-date understanding of Brim’s products, features, and policies to make informed decisions and deliver accurate solutions.
• Identify opportunities to improve internal processes and enhance the overall customer journey.
  
  

Collaboration & Communication

• Act as a bridge between Customer Operations, Product, Technology, and Vendor teams to ensure smooth issue resolution and alignment.
• Document and communicate recurring issues or trends to leadership for root-cause analysis and process optimization.
• Contribute to the development of knowledge bases, FAQs, and support materials for internal and external use.
  
  

What You'll Bring

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent work experience).
• 5+ years’ experience delivering/managing card processing operations and customer experiences in a very active environment with constant interaction and communication with internal and external stakeholders.
• Minimum 3+ years of experience in UAT testing, customer operations, or technical support - preferably in a fintech, financial services, or technology environment.
• Strong working knowledge of TSYS, Slack, MS Office suite, Confluence , Jira solutions.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent written and verbal communication skills.
• Proficiency in using CRM systems, ticketing tools, and UAT management platforms.
• A proactive, solution-oriented mindset with strong ownership and accountability.
• Ability to work effectively across teams in a fast-paced, dynamic environment.
• Must have great attention to detail, accuracy and follow-through.
• Self-motivated and will strive to achieve best results as you improve along the way.
  
  

Bonus If You Have

• Bilingual ability (English-French)
• Financial Industry experience
• Experience in providing exceptional customer support through efficient, empathetic, and solution-driven call center interactions
  
  

Other Information

• Remote (US/Canada) | Full-Time
• Reason for vacancy: New vacancy
• Salary range: CAD $60,000-68,500