Current jobs related to Customer Support Lead - Vancouver, British Columbia - KORT Payments

  • Customer Support Lead

    2 weeks ago

    Vancouver, British Columbia, Canada KORT Payments Full time

    WHO WE AREWelcome 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? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform,...

  • Director Customer Support

    5 hours ago

    Vancouver, British Columbia, Canada BoldHouse Executive Search Full time

    The OrganizationOur client is a growth-stage technology organization building modern infrastructure that supports businesses and their customers across North America. Their platform is designed for clarity, trust, and ease, helping partners deliver a smooth and reliable customer experience.They operate with the pace of a modern tech company and the...

  • Customer Support Specialist

    5 hours ago

    Vancouver, British Columbia, Canada LLOYD & DAVIS Full time

    Job Description:Are you passionate about providing excellent customer service and helping others? Join our team as a Customer Support Specialist in Vancouver, BC, where you'll have the opportunity to make a real difference every day This position is perfect for those who love problem-solving, are great communicators, and are eager to help customers find...

  • Customer Support Manager

    1 week ago

    Vancouver, British Columbia, Canada Policy Reporter Full time US$55,000 - US$60,000

    Company Overview Policy Reporter offers a suite of insights products and consulting services to enhance market access strategies and patient support initiatives. By tracking payer policies in near real time, we ensure that the largest pharmaceutical, medical device and diagnostics manufacturers, leading academic institutions and organized provider groups...

  • Senior Customer Support Specialist

    7 days ago

    Vancouver, British Columbia, Canada Arrow Transportation Systems Full time

    OverviewStreamline is a Canadian based technology company that develops innovative software solutions to improve the safety, efficiency and management in the transportation industry. Our driving purpose is to make products that are easy to use, highly adaptable and comprehensive. Streamline is a wholly owned subsidiary of Arrow Transportation Services...

  • Flair Airlines Customer Service Lead

    5 hours ago

    Vancouver, British Columbia, Canada GAT Full time

    Job SummaryCustomer Service Lead is first and foremost responsible for ensuring a safe work environment for the entire crew while properly safeguarding the aircraft and the flights performance. By supporting Customer Service Agents professional development, this role ensures that CSA are knowledgeable about ground operations related GAT policies and...

  • Customer Experience

    5 hours ago

    Vancouver, British Columbia, Canada REW Full time

    is seeking an exceptionalCustomer Experience & Success Leadwith a results-oriented approach to customer relationships.At, we believe real estate is one of life's great adventures. Since 1978, we've been empowering Canadians to navigate their home search journeys with confidence. As Canada's leading real estate platform, we combine innovative technology, deep...

  • Sales Support

    5 hours ago

    Vancouver, British Columbia, Canada Medline Full time

    Value PropositionAs a leading partner in healthcare, Medline Canada's sole purpose is Together Improving Care – this means being deeply committed to the health and well-being of our customers, employees, partners and our communities. We employ a diverse group of top talent focused on growing and making a difference in the lives of Canadians,...

  • Customer Success Representative

    6 days ago

    Vancouver, British Columbia, Canada Global Relay Full time

    Who we are:For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information...

  • Customer Care Team Leader

    5 hours ago

    Vancouver, British Columbia, Canada Article Full time

    Department:Customer CareLocation:VancouverCompensation:$73,000 - $80,000 / yearDescriptionHi there, we're Article. Since 2013, we have been redefining the furniture industry one sofa at a time, it's not easy — it requires solving challenging, meaningful problems. This is where you come in, as aFloor Supervisor Team Leader, you'll be responsible for...

Customer Support Lead

5 hours ago

Vancouver, British Columbia, Canada KORT Payments Full time

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? 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 (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 (ex. 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: We've got you covered with health, dental, and vision plans.
  • Flexible and Inclusive Work Environment: We understand the importance of work-life balance and provide the flexibility you need to thrive.
  • Fun Events: From team-building activities to company-wide celebrations, we love to have fun and recognize our hard work.
  • Professional Growth: We support your career development with ongoing learning opportunities and the chance to take on new challenges.
  • Work Hard, Play Hard: Enjoy a dynamic environment where your contributions are valued, and your potential is unleashed.
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