Work In Tech

Our Business

FISPAN Services Inc. (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 ERP / accounting platform.

Founded in 2016 and headquartered in downtown Vancouver, 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 $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal.

We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey.

Key Responsibilities

• Partner Interaction and Incident Management
  
• Proactively monitor and alert partners of incidents related to the health of the platform
  
• Prioritize issues, identify resources, and conduct reviews on incident response process
  
• Ensuring partners are well-informed about the progress and solution to their concerns while also managing the customer relationship
  
• Monitoring tickets received by the production support team to ensure timely resolution
  
• Employing tools and strategies to assess the overall team's performance, such as analyzing backlog, trends, volume, and other business metrics
  
• Serving as the primary point of escalation for management matters.
  
• Monitoring the speed of issue resolution and addressing obstacles (e.g., skill gaps, challenging customers) that hinder problem-solving
  
• Escalating issues if required and aligning the resources of the product group to support the engineers
  

People Management

• Model - Build a culture around quality of service provided to clients and partners
  
• Coach - Define team objectives and desired outcomes, facilitate success across boundaries, and guide the team in adaptation and learning
  
• Care - Attract and retain exceptional individuals, understand the unique strengths and aspirations of each person, and invest in the growth of team members
  
• Report on and provide key insight into team capacity on a monthly basis
  
• Provide a model for determining the right level of capacity to meet SLAs on partner contracts
  
• Coach and provide support to IC 3s and M1s
  

Process and Product Enhancement

• Lead the build of a cross functional Command Center and lead the management and expansion of it as FISPAN grows globally
  
• Proactively suggest cross functional improvements in detection of incidents, improvements in partner and client experiences and infect yours and other teams with a positive, can do attitude
  
• Communicating aggregated customer feedback to stakeholders in order to influence and steer improvements in product quality
  
• Maintain metrics to determine the efficiency and quality of service for the Production Support Team
  

Incident Prevention

• Proactively evaluating the readiness strategy of the group to ensure preparedness for upcoming feature releases and enhancements
  
• Assisting the team in recognizing gaps in technical documentation and partnering with engineering and product teams to address these gaps for new and existing features

Key Qualifications

• 5+ years of experience managing production support teams for SaaS products
  
• Extensive experience implementing and owning client-facing systems
  
• Expertise in digital and self-service support models
  
• Extensive experience handling escalated incidents and knowledgeable on production support management methodologies and techniques
  
• Excellent verbal and written communication skills
  
• Excellent interpersonal and customer service skills
  
• Strong analytical and problem-solving skills
  
• Strong supervisory and leadership skills

Personal Characteristics

• Relentless focus on quality and associated QA procedures for your staff, with a proven record of delivering continuous improvement to achieve company goals and high standards of quality
  
• Innovative and able to find new ways to respond to customer needs, resolve problems, and manage escalations while adhering to uniform policies
  
• Works collaboratively with other team members of all levels
  Lives and works honestly and with integrity
  

Why Work With Us?

• Experienced Team: Our CEO is Lisa Shields, a renowned tech entrepreneur whose previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian technology company acquisitions. Lisa is backed by a seasoned leadership team with vast experience scaling technology companies from start-up through growth phases to acquisition. In joining our team you will benefit from that experience and associated mentorship opportunities, and further build your network and knowledge base.
  
• High Growth Environment: FISPAN is an emerging high growth company, and that 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, and FISPAN helps foster that.
  
• Rich Culture: The Company’s culture is its greatest asset, and our team members form bonds that last a lifetime. We plan company-wide events, both virtual and in-person, and other activities to foster togetherness and help drive engagement. We also understand that personal growth happens on multiple levels, and so encourage a work-life balance with ample time to spend with family, explore new ideas and develop hobbies.
  
• 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 Package

We offer a competitive salary and bonus structure based on comparable market data for similar jobs and job levels from companies of similar employee size, revenue and location. A candidate’s specific base salary will be based on multiple factors including applicable experience, knowledge, skills, qualifications, among other things.

Diversity, Equity & Inclusion

As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. This starts in the recruitment process. All job postings are first evaluated in a gender-decoding platform to ensure fair candidate pools. Human Resources and hiring managers also engage in blind hiring and resume review practices to ensure we are being objective and mitigating any potential biases.