Business User Onboarding Specialist

Our Business

FISPAN is an Enterprise SaaS FinTech start-up that allows for 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 operational software. Founded in 2016 by respected and renowned entrepreneur Lisa Shields, 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 up to $3T, including J.P. Morgan Chase.

With our rapid growth and global expansion, we are looking for dynamic and passionate individuals to join our team and inclusive culture. FISPAN recognizes that the differences in each of us is what makes FISPAN a different kind of business. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building. The interview process for this position will be entirely remote and we are open to remote work options.

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
• Become the technical subject matter expert (SME) for FISPAN’s products and services
• 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)
• Exposure to accounting ERPs such as NetSuite, Business Central, and Quickbooks
• Experience with implementing SaaS or similar products for large enterprise users is a bonus.
• Strong aptitude with an ability to learn new technologies quickly
• 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
• You are super 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

All of our Co-Founders are seasoned professionals within their field. Join our team to build your network and engage in mentorship opportunities.

• Start-Up Environment

FISPAN’s start-up nature 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.

• Rich Culture

We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various (virtual) company-wide events and clubs to drive engagement.

• 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 & Vacation

FISPAN offers industry-researched and competitive pay, annual compensation reviews, options, incentive plans, and health & wellness benefits. Also, enjoy four weeks accruing vacation per annum. We believe in rewarding our driven and hardworking team.

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.

FISPAN’S underrepresented groups stand at over 50% with an equal gender balance in our upper manager team, as well.

Notably, this position is within the Customer Experience department which has over 50% female and underrepresented groups representation. We aim to make FISPAN the best place to start, explore, and grow a career for everyone.