Job Description

Toast is recruiting on behalf of a growing fintech company operating in the wealth management and family office space. The company has built a SaaS platform that helps high-net-worth families and their advisors centralize financial data, streamline workflows, and manage complex assets more efficiently. They are a lean, ambitious team headquartered in Vancouver, BC, with a remote-friendly culture, and they are gaining strong traction in a market that is increasingly looking to modernize how wealth is managed and reported. This is an opportunity to join a client-facing team at an early stage and help shape what great support looks like for a sophisticated client base.

Responsibilities

Manage and coordinate incoming support tickets, providing timely and helpful responses that guide clients toward successful outcomes on the platform
Serve as a primary point of contact for a diverse portfolio of clients, including both self-serve users and advisor-led accounts
Work closely with Product, Customer Success, and Sales teams to facilitate smooth client handoffs and ensure continuity of experience
Proactively share resources, answer platform questions, and help clients build confidence and proficiency over time
Surface patterns and trends from client interactions to inform product improvements and enhance the overall customer experience

Requirements

1 to 3 years of experience in SaaS customer support, onboarding, or customer success
A problem-solving mindset with a demonstrated ability to manage client expectations and deliver results
Strong organizational skills, attention to detail, and a high degree of accountability
Empathy and the ability to build trust with clients across varying levels of technical and financial sophistication
Comfort managing a broad portfolio of clients in a proactive and scalable way
Experience with Pylon or similar client support and success tools is an asset
Background in accounting, finance, wealth management, or financial services is a bonus and will be valued

Benefits

Salary in the range of $50,000 to $70,000 CAD per year, commensurate with experience
Tangible impact on how wealthy families and their advisors experience financial technology, an industry that has historically been underserved by modern tooling
Early-stage visibility where your contributions directly shape client outcomes and internal processes, meaning your work is seen and your voice carries weight
A clear path to grow within customer success or client success leadership as the company scales

Client Support Specialist