Client Success & Support Specialist – Remote

Peloton Technologies is a fully remote company - there's no office to relocate for, no expectation of "a few days a week". Our team is spread across Canada, and we've built our tools, meetings, and culture around that. Wherever in Canada you call home, that's where you'll work.

At Peloton Technologies, we're transforming the payments landscape for small businesses and enterprises alike. Our platform helps business owners manage payments, optimize cash flow, and streamline operations - from seamless point-of-sale transactions to enterprise payment solutions. By building smarter, more connected payments infrastructure, we make it easier for businesses to thrive. Founded in 2010 on Vancouver Island, Peloton has grown into a national brand with a team working remotely across Canada. Our culture is grounded in five core values - Teamwork, Respect, Trust, Innovation, and Passion - that shape how we collaborate and make decisions.

The Client Success & Support Specialist ensures that clients are supported, engaged, and successful with Peloton’s products while maintaining accuracy and integrity in payment operations. This role combines reactive support, proactive client success, training, and operational responsibilities, including processing transactions, monitoring financial activity, and assisting with reconciliation. Specialists work closely with the Manager and cross-functional teams to deliver an exceptional client experience and operational excellence.

Key Responsibilities

• Client Support & Issue Resolution
  • Receive, triage, and resolve client issues efficiently, escalating complex problems to the Manager or relevant teams
  • Troubleshoot operational or product-related issues and provide timely solutions
  • Track and communicate ticket status and resolution timelines
• Proactive Client Success
  • Collaborate with Sales and Client Activation teams during client onboarding and account transitions, ensuring all customer information, expectations, and workflows are clearly communicated and properly documented
  • Monitor client health and product usage within assigned accounts
  • Identify opportunities to deepen adoption and ensure clients realize value
  • Participate in periodic business reviews and provide insights to the Manager
  • Contribute to initiatives that improve client retention
• Client Advocacy & Feedback
  • Represent the client internally by surfacing recurring issues, product gaps, and improvement opportunities
  • Provide input on product, onboarding, and documentation improvements
• Training & Enablement
  • Deliver ongoing training for clients on new features or releases across POS and Bill Pay by Card
  • Help clients adopt self-service tools, documentation, and guides
  • Support onboarding and feature adoption for new staff, as required
• Transaction Processing & Financial Operations
  • Ensure all operational tasks and payments are correctly set up during client handoff from Client Activation team
  • Process client transactions, including electronic payments using various systems and tools, ensuring accuracy and completeness
  • Complete daily monitoring of financial partners returned items report and enter returns into Peloton’s system
  • Identify discrepancies, alert management, Finance, and Risk & Compliance teams as needed, and follow up with clients on alerts
  • Verify new clients’ bank account details through inspection of uploaded void cheques
  • Facilitate periodic and on-demand client transactions, including generating receipt/transaction confirmations
  • Assist with corporate supplier transactions and back-office procedures, including chargebacks
  • Support reconciliation of the Peloton Electronic Payment Processing (EPP) system with the Finance department
  • As required, engage with service providers in relation to POS solutions, which could encompass working with software POS providers, gift card partners, lenders, etc.
• Merchant, Web, and Technical Enablement
  • Provide technical support for merchant services clients by assisting with inquiries, basic troubleshooting, and creating client-friendly documentation
  • Support clients and Advisors with issues related to statements, deposits, funding timelines, and merchant equipment via phone and email, coordinating with service providers when required
  • Set up, configure, test, and coordinate shipping or replacement of merchant equipment, ensuring devices are properly prepared and deployment-ready
  • Assist with setup and configuration, merchant account updates, and provide guidance on refunds, chargebacks, and PCI compliance
  • Maintain internal documentation to support consistent and efficient merchant services support
  • Manage web-related services and e-stores for clients enrolled in those plans, including completing scheduled maintenance and updates based on subscription level
• Perform other duties as assigned, consistent with the scope of the role.

Qualifications and Experience

• 2+ years in client success, support, or operations, ideally in fintech, SaaS, or payments
• Strong communication, problem-solving, and organizational skills
• Familiarity / experience with in-store POS solutions is an asset
• Comfortable managing both client-facing interactions and financial operations
• Experience with payment processing, reconciliation, and back-office procedures is preferred
• Attention to detail, analytical mindset, and ability to manage multiple priorities
• Proficient with CRM, support ticketing, and payment systems

As an early-stage company, Peloton employees are also Peloton owners - you'll earn stock in the company through our Employee Stock Ownership Plan (ESOP). Peloton is a fully remote workplace. You'll work from wherever you're based in Canada, with all the equipment you need provided and dedicated support from the team. We come together in person through regional hubs for townhalls and events. This position offers a competitive benefits plan designed to support you and your family, including extended health care, dental, counselling services, and life insurance. The annual salary range for this position is determined via job-related knowledge, skills, experience, market demand, and internal equity. This role offers a base salary of $55,000 - $75,000.