Senior Customer Care Specialist

Senior Customer Care SpecialistThe OrganizationElective is a fast-growing consumer lending startup operating in both Canada and the United States. The company provides a “Learn Now, Pay Later” solution that helps online education businesses grow by offering flexible payment options to their customers. Elective's mission is to unlock potential by removing friction between ambition and action. Elective is trusted to deliver results and the team works tirelessly to do just that. Every feature the team builds and every decision made is designed to best serve both businesses and their customers.

Backed by top investors including Rhino Ventures, Panache Ventures, and founders from Thinkific, Tiny, and Corporate Finance Institute, Elective is growing quickly and building a team that shares values of clarity, responsiveness, and real impact. The PositionElective is hiring a Senior Customer Care Specialist to strengthen its customer success function and help build scalable, best in class support systems. Reporting to the Head of Customer Care, this role will take on high-priority support work with a focus on billing and collections. It will also serve as a reliable, steady presence for the growing team.

This is a hands-on role suited to someone who thrives in high-growth environments. The Senior Customer Care Specialist will manage their own ticket load, collaborate cross-functionally, surface insights for process improvement, and provide informal mentorship to junior team members. Your superpower is spotting patterns before they become problems and designing smarter ways to scale support. Your work will directly shape customer satisfaction, merchant trust, and financial performance of Elective. This is an ideal opportunity for someone who is focused on execution but energized by systems thinking and mentorship.

The right candidate will bring depth in customer care, a commitment to consistency, and a passion for setting a new standard of excellence. Key ResponsibilitiesCustomer Support OperationsOwn and resolve high-impact support and collections cases across email and phone, including identifying delinquent accounts and leading resolution strategiesNavigate complex billing inquiries and disputes with empathy and precision—preserving customer relationships while upholding company policies.

Use tools like Zendesk to triage tickets, build macros, and surface insights that inform product and operational decisionsEscalate recurring issues thoughtfully, contributing to cross-functional problem-solving and long-term fixesKnowledge Management and Process ImprovementMaintain and improve internal documentation using tools like Notion, Guru, and Slack—keeping it accurate, actionable, and easy to accessIdentify friction points in workflows and propose practical solutions that improve efficiency and customer outcomesCollaborate with Product, Operations, and leadership to share learnings from support interactions and shape the systems behind the scenesContribute to the evolution of our internal tools, escalation paths, and reporting practices to support a scaling businessTeam Support and Informal LeadershipProvide guidance and peer support to junior team members, modeling clear, calm, and customer-first communicationHelp shape our team rhythm and support structure by actively participating in planning, retros, and discussions around team normsPromote a culture of responsiveness, consistency, and shared ownership—championing continuous improvement as we growThe EssentialsMinimum of 3 years of experience in customer-facing support roles with ownership of ticket volumeStrong experience in billing, collections, and customer financial supportExperience with support tools like Zendesk, Intercom, or similar platforms to manage queues, streamline workflows, and improve team efficiencyExcellent written and verbal communication skillsProven judgment and autonomy in high-growth or fast-paced teamsExperience working in a lean or startup environmentComfort with ambiguity and evolving processesStrong sense of ownership and personal accountabilityMotivated by purpose-driven work and team collaborationCustomer-first mindset focused on solving rather than scriptingWillingness to iterate and contribute to systems as the company evolvesAdditional Strengths That Would Be GreatExperience coaching or onboarding teammatesBackground in SaaS, fintech, or tech-enabled service modelsFamiliarity with Notion, Guru, Slack, or similar internal toolsInterest in the education, financial services, or consumer lending sectorsLocation and Work EnvironmentThis is a full-time remote role.

Elective is remote-friendly across Canada but has a preference for candidates located in Vancouver or the surrounding region. Elective also have an office in Vancouver and is happy to support in-office work for those who prefer it. Compensation and BenefitsThe compensation range for this position is $75,000 to $100,000 annually. This range reflects market benchmarks and accounts for varying levels of experience, from candidates growing into the role to those with an established track record. Compensation will be determined based on relevant knowledge, skills, and experience.

Benefits include a comprehensive health benefits plan, wellness spending account, flexible work arrangements, $1,000 per year learning & development stipend, opportunities for career growth within a high-impact startup, and additional benefits tailored to support employees in a dynamic work environment. To express interest or for more information, please contact: Sue Sinclair | ivy Groupsue@myivy. co