OUR BUSINESS

FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows 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 ERP / accounting platform.
Founded in 2016 and headquartered in downtown Vancouver, 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 $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal.
We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey.

KEY QUALIFICATIONS

• 5+ years of experience managing production support teams for SaaS products
• Extensive experience implementing and owning client-facing systems
• Expertise in digital and self-service support models
• Extensive experience handling escalated incidents and knowledgeable on production support management methodologies and techniques
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Strong analytical and problem-solving skills
• Strong supervisory and leadership skills

• Partner Interaction and Incident Management
• Proactively monitor and alert partners of incidents related to the health of the platform
• Prioritize issues, identify resources, and conduct reviews on incident response process
• Ensuring partners are well-informed about the progress and solution to their concerns while also managing the customer relationship
• Monitoring tickets received by the production support team to ensure timely resolution
• Employing tools and strategies to assess the overall team’s performance, such as analyzing backlog, trends, volume, and other business metrics
• Serving as the primary point of escalation for management matters.
• Monitoring the speed of issue resolution and addressing obstacles (e.g., skill gaps, challenging customers) that hinder problem-solving
• Escalating issues if required and aligning the resources of the product group to support the engineers