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Senior Technical Support Representative (Client Success)



IT, Customer Service
Vancouver, BC, Canada
Posted on Friday, May 17, 2024

Our Business

FISPAN is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred operational software. Founded in 2016 by renowned entrepreneur Lisa Shields, FISPAN is on a mission to create the best product in the FinTech industry, and fundamentally change the way that companies bank. Being the market leader in ERP-banking, we work with the world’s Tier 1 banks with assets exceeding up to $3T, including J.P. Morgan Chase.

With our rapid growth, we are looking for dynamic and passionate individuals to join our high performance team, in an inclusive culture, that rockets us to number 1 in our space. FISPAN recognizes that passionate, hard working individuals with diverse backgrounds are what makes innovation happen. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building. 3

Key Responsibilities:

Technical Troubleshooting:

  • Maintain an advanced understanding of FISPAN software and products to facilitate effective troubleshooting of complex technical issues.
  • Work closely with cross-functional teams to resolve escalated technical issues, including ERP and Platform problems.
  • Take ownership and successfully resolve all tickets escalated, including bug triage, determining scope and severity of issues.

Process Enhancement:

  • Continuously improve support processes through data-driven decision-making to meet the evolving needs of the team and customers.
  • Update internal tooling and documentation to streamline workflows and enhance support capabilities.

Team Leadership:

  • Mentor and guide Junior and Intermediate support representatives, providing regular training sessions and support.
  • Lead by example in delivering excellent customer service and fostering a collaborative team environment.

Client Management:

  • Build and maintain strong relationships with key customers, acting as their primary point of contact for complex issues.
  • Proactively engage with customers to understand their needs and provide tailored support solutions.

Customer Focus:

  • Ensure all client SLAs are met or exceeded, focusing on delivering a superior customer experience.
  • Act as a senior escalation point for high-priority customer issues, providing timely and effective resolutions.

What You Need:

Education: Bachelor's degree in Business, Communications, Information Technology, or related field.

Experience: Minimum of 5+ years in customer support, with a proven track record in process improvement and leadership roles.


  • Experience with supporting SaaS Payment applications or ERP/Accounting software.
  • Exceptional communication and problem-solving skills.
  • Experience in data analysis and process optimization.
  • Proficiency with customer support software and CRM systems.


  • Ability to work under pressure and manage multiple priorities.
  • Strong leadership and mentoring abilities.
  • Superb customer service skills.
  • Interested in technology and how money gets from point A to Point B.
  • A second language is an asset.

Why Work With Us?

  • Experienced team

Our CEO’s previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions! A seasoned leadership team with relevant experience scaling technology companies from start-up through growth phases to acquisition. Join our team to build your network and engage in mentorship opportunities.

  • Start-Up Environment

FISPAN’s start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.

  • Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various virtual and in person company-wide events and clubs to drive engagement.

  • Perks

Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness center and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.

Compensation and Benefits Package

FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $79,340 - $93,230 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location.As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements.

At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.

Other components of our towards rewards offerings include support of career development, wellbeing, and personal growth.

  • Extended health and dental benefits
  • Paid time off
  • Savings and retirement plan matching
  • Parenthood top-up
  • Mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We’ll be happy to clarify eligibility for interviewing candidates.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion because it makes sense for our business and creates a culture of diverse ideas that results in a high performance culture. This starts in the recruitment process by providing the most diverse candidate pool to our leaders as we can. From there leaders decide on the best candidate for the job based on their merits.