Customer Support Lead, Payfirma
Barnet POS
$70-75k
Hardware & software for online payments
Open for applications
Hardware & software for online payments
1-20 employees
Open for applications
$70-75k
1-20 employees
Company mission
To take the pain out of getting paid, the guesswork out of what works, put the “serve” back into service, and keep payments smart and simple.
Role
Who you are
- 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
- 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)
What the job involves
- 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
- 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
Our take
For many businesses, accepting debit and credit card payments can be a tricky process. Payfirma is setting out to change this by offering solutions for both in-store and online card payments.
When Payfirma first launched, it entered into an already competitive market, home to a number of big-name payment processors such as WorldPay and Stripe. However, it managed to set itself apart from its rivals with its multi-channel solutions, offering an all-in-one service for in-person and online transactions. This has proven largely successful, with the company accruing significant funding to accelerate an expansion into the wider North American market.
Payfirma faces a number of challenges, not only stiff competition from the payments market but a history of boardroom struggles. The company's merger with Merrco Payments marked a fresh start in 2018, and in 2024, it rebranded to KORT Payments. If it can consolidate its progress into the US market, it stands to see impressive revenue growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2015
$13m
SERIES A
Nov 2014
$1.1m
CONVERTIBLE
Total funding: $21.6m
Company HQ
Coal Harbour, Vancouver, BC
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