Support Specialist

Job Role: Operational Support

Duration: 12 Months of contract

Location: Toronto, ON (Need to go 4 days in week onsite and 1 day WFH)

Job Description:

• Manage and triage incoming operational tickets from customers, merchants, and internal stakeholders, ensuring timely resolution and escalation where required.
• Prioritize issues based on business impact, urgency, and operational risk within a fast-paced, evolving environment.
• Route operational incidents and requests to the appropriate internal teams while maintaining ownership and tracking progress to completion.
• Support day-to-day production operations by executing structured workflows and ensuring operational stability as the business scales.
• Perform supplier management and operational support activities in alignment with established processes and service expectations.
• Execute and monitor end-of-business-day controls, compliance checks, exception reviews, and escalation procedures.
• Support virtual card operations, including transaction monitoring, issue resolution, and routine general ledger reconciliation activities.
• Conduct structured User Acceptance Testing (UAT) by following predefined test cases, documenting results, and reporting issues.
• Collaborate with cross-functional teams to improve operational processes, enhance efficiency, and deliver a positive customer and merchant experience.
• Demonstrate strong organizational skills, sound judgment, attention to detail, and an ownership mindset while managing multiple priorities in a dynamic environment.

We use AI in our Hiring processes

Mindlance is an equal-opportunity employer. We are committed to inclusive, equitable, barrier-free recruitment and selection processes, and a work environment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). We will be happy to work with applicants requesting accommodation at any stage of the hiring process