Director, Customer Operations

Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We’ve been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on credit cards or e-wallets.

As a proud member of Payments Canada, we’re deeply connected to the evolving financial landscape, helping ensure our solutions remain compliant, reliable, and future ready. Security, risk management, and data integrity are at the core of everything we build, and we power payment solutions that are seamless, thoughtfully designed, and built to scale.

As we continue to grow our business across Canada and prepare for expansion into new markets, we’re looking for curious, thoughtful, data driven individuals who enjoy directly solving complex problems themselves and pushing ideas from concept to execution, in a rapid iterative environment with highly capable peers. If you’re excited about building the future of payments - and want to be part of a team that’s shaping what’s next - we’d love to hear from you.

The Opportunity

Customer Operations at Paramount has evolved from a traditional 9–5 support model into a fully in-house, 24 / 7 contact center powered by a modern AI enabled stack (Genesys, automation tools, and a robust knowledge base). Our customers include both consumers and merchants, and we support both through email and chat.

We are looking for a Director, Customer Operations to take this team to the next level.

This role is not about managing queues. It’s about turning “support” into a strategic advantage. You’ll transform customer interactions into product intelligence, shift the organization from “solving tickets” to “removing friction,” and act as the commercial owner of our CX technology ecosystem. You’ll be the voice of the customer in Product and Engineering, and the architect of an operation that scales with quality, insight, and impact.

What You’ll Do

Own and Optimize a 24 / 7 Operation

• Lead a global, always-on support team with strong workforce planning, capacity management, and consistent service across time zones.
• Design a differentiated “white glove” experience for our highest value customers, ensuring our most important merchants are insulated from friction.
• Act as the final quality gate for the customer experience, building cross-functional QA loops so nothing falls through the cracks across Support, Risk, and Escalations.

Turn Support into Product Intelligence

Own the CX Tech Stack

Build a High-Performance Culture

Who You Are

You’re equal parts operator, strategist, and people leader. You love turning messy systems into scalable engines, and you care just as deeply about the humans doing the work as the data that guides it.

In short : you know how to run a world class Customer Operations function, and how to turn it into a strategic advantage.

If everything above doesn’t perfectly describe you, but you’re excited to learn, adapt, and grow into new areas, we’d still love to hear from you. We value curiosity, self directed learning, and people who enjoy stretching beyond what they already know.

Why Paramount Commerce?

The base salary range for this full-time position is $150,000 - 190,000 CAD.

Final compensation will be dependent on experience, skillset, and role related qualifications, and will include benefits and bonus as per company policy. Please note that base salary ranges may differ based on location and local currency.

We use technology assisted tools, including artificial intelligence, to support parts of our recruitment process (such as resume screening, note taking, and interview scheduling). These tools are designed to support, but never replace human judgement. All hiring decisions are made by humans, and we are committed to fair, inclusive, and bias-aware hiring practices.

DEI

At Paramount Commerce, we are proud to be an equal opportunity employer, and we do our best to make sure all people feel supported and connected at work.  We practice ethical and fair hiring processes and strongly encourage applications from all backgrounds.

We believe that different perspectives, experiences, backgrounds, and skill sets are what make for high performing teams, and we are committed to creating a place for our employees to be their authentic selves.  Don't worry if you don't check every box. If you're excited about this role and think you'd be a good fit, we encourage you to apply.

Accommodations

Accommodations are available on request for candidates taking part in all aspects of the recruitment process. If you require any accommodation, please let us know and we will work with you to provide the necessary support.