Product Consultant

**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**
- Provide exceptional customer service experience by providing support for new FISPAN users in the implementation of FISPAN’s products
- Develop strong and trusted relationships with customers throughout the implementation project
- Effectively and proactively troubleshoot errors occurring during the customer onboarding process
- Respond to all internal and external stakeholder questions and concerns with a high level of professionalism
- Collaborate with other departments, including Product, Development, DevOps, and Management, to build customer feedback loops and drive constant improvement.
- Document customer communications and recurring technical issues to support product quality programs and product development
- Contribute to Support Knowledge Base Articles and FAQ’s
- Contribute to customer success initiatives when needed

**What you Need**
- Two years experience in a customer or client facing role. (i.e. Customer Success)
- Experience with implementing SaaS or similar products for large enterprise users is a bonus
- Strong aptitude with an ability to learn new technologies quickly
- Excellent written and verbal English proficiency
- Self-motivated, confident, competitive, detailed-oriented, and big appetite for high achievement
- Available to work flexible hours/shifts, including on-call and statutory holidays
- Superb customer service skills
- Interested in technology and how money gets from point A to Point B.
- A second language not necessary but is an asset
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization

**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**

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)

**Diversity, Equity & Inclusion