Customer Support Lead

Overview CUSTOMER SUPPORT LEAD (CSL) Who we are Welcome to KORT Payments, where innovation meets excellence We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission is to empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction. We recently rebranded to showcase our expanded vision, yet we proudly continue to operate Merrco and Payfirma, under the KORT Payments banner. Our commitment to excellence and innovation remains stronger than ever. Within KORT Payments, Barnet POS is our liquor and cannabis retail point-of-sale company, serving independent and multi-location liquor merchants across Western Canada. Barnet specializes in delivering industry-specific solutions—inventory management, compliance tools, e-commerce, and customer loyalty programs—making it a trusted partner for liquor retailers in BC, Alberta, and beyond. Location – Vancouver or Western Canada Employment Type – Remote, Full time This role generally operates during weekday daytime hours; however, availability and flexibility is required, including evenings and weekends. Salary Range – $70,000 - $75,000 base salary The Barnet Customer Support Lead (CSL) The Barnet Customer Support (CSL) is responsible for the day-to-day leadership and performance of the Barnet Support team. This role ensures customers receive timely, accurate and high-quality support while also overseeing the end-to-end onboarding experience for all new customers. The Support Lead acts as the operational owner of support workflows, team scheduling, ticket assignment and customer communication, while remaining hands-on by actively working support tickets. This role requires strong technical troubleshooting skills, including the ability to diagnose and resolve POS, payments, hardware, and network-related issues in a retail environment. This role works closely with Leadership, Support, Developers, Sales, Product and Accounting to ensure a consistent, scalable and professional customer experience. What you will be doing Manage daily operations of the Support team Assign, prioritize and oversee all incoming support tickets Monitor ticket queues to ensure SLA targets and response times are met Own and oversee the support portion of the onboarding experience for all new customers Communicate directly with customers regarding escalations, service updates and expectations Actively work support tickets alongside the team Coordinate advanced troubleshooting for complex issues Step in during high-volume periods to maintain service levels Model best practices in ticket handling, documentation and customer interaction Lead weekly Support team meetings Work closely with Accounting to ensure billable service work is accurately tracked and submitted Maintain and improve support workflows and internal SOPs Track and report on support metrics (ticket volume, response times, resolution times, onboarding outcomes) Identify risks, bottlenecks, and operational gaps Ensure accountability across the Support team for quality, responsiveness, and follow-through What we’re looking for Minimum of 2 years of experience in merchant services is strongly preferred Prior supervision experience is preferred Hands-on experience with credit card terminals and POS systems, including setup, troubleshooting, and operation, strongly preferred Strong technical troubleshooting ability, including diagnosing hardware, software, and network-related issues in a retail environment Confident in reviewing logs, error messages, and system settings to isolate root causes and determine next steps Prior experience with Barnet POS (as a user) is considered a strong asset Liquor industry experience (retail operations, suppliers, or distribution) is considered an asset Ability to remain professional and composed in high-stress or emotionally charged situations Strong organizational, verbal/written communication, and customer service skills Critical thinking and problem-solving skills Excellent follow-through and attention to detail Ability to set priorities, manage workflow, and meet deadlines Desire to learn and grow industry knowledge Required Skills Proficiency with Microsoft Office (Outlook, Word, Excel) and other data programs Strong data entry skills (90% accuracy, 50+ WPM) Proficiency in basic math skills Basic knowledge of LAN/WAN concepts (router, switch, modem, DHCP vs static IP) Ability to troubleshoot network connectivity issues (offline tills, pinpad connection failures, VPN/ISP outages) Familiar with common troubleshooting tools: ping, ipconfig, checking network adapters Experience in installing/configuring retail peripherals (Receipt printers, barcode scanners, etc). Ability to troubleshoot device drivers, connection types and power/network issues Must be familiar with collaboration and workflow tools, such as Microsoft Teams, Salesforce, Jira, and Slack Confident with using remote access software (e.g. ScreenConnect, TeamViewer, AnyDesk) Familiar with SQL basics (not writing queries necessarily, but understanding what a database is and common symptoms) Life at KORT Payments We pride ourselves on cultivating an inspired culture characterized by customer-centricity, commitment, respect, and agility. Our high-growth environment promotes a supportive and collaborative atmosphere, fostering a growth mindset, intellectual curiosity, entrepreneurial spirit, and teamwork. Our leadership team is experienced and passionate about payments, taking pride in their achievements and the unique value they bring to the industry. At KORT Payments, we believe work should be fulfilling and fun Here’s a peek into what life with us is like: Culture Customer-Centric: Our customers are at the core of everything we do. We partner closely with them to ensure their unique needs are met. Commitment & Respect: We value dedication and mutual respect, fostering a harmonious workplace where every voice is heard. Agility: Fast-paced and always evolving, we thrive on innovation and flexibility. Team Spirit: Collaboration and teamwork are the bedrock of our success. We celebrate wins together and support each other through challenges. Perks and Benefits Comprehensive Benefits Package: Health, dental, and vision plans. Flexible and Inclusive Work Environment: Work-life balance and flexibility. Fun Events: Team-building activities and company-wide celebrations. Professional Growth: Ongoing learning opportunities and room to take on new challenges. Work Hard, Play Hard: Dynamic environment where contributions are valued. If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments #J-18808-Ljbffr