Escrow.com is the world's leading provider of secure online payments. As a trusted third party, we've facilitated over US$7 Billion in secured transactions, including high-profile domain names (like uber.com, snapchat.com, spacex.com, twitter.com, instagram.com), motor vehicles, business acquisitions, electronics and more. We work with leading platforms, merchants, and marketplaces globally, providing secure payment solutions across diverse industries and markets.

Our Mission

We want every online transaction to be safe and secure. By delivering a class-leading experience for online escrow, which gives parties trust and confidence to proceed. in the enablement of parties to transact, build trust, and collaborate successfully. Our solutions support any and all parties involved in the exchange of information, products, and services—ensuring that every transaction is smooth, secure, and transparent.

About the Role

We're looking to hire a Transaction Specialist who will play a pivotal role in ensuring the seamless flow of transactions across our digital Escrow payment system. You will serve as a key liaison between our clients and internal teams, ensuring operational excellence and world-class support throughout the payment lifecycle. This role is ideal for someone with a foundational background in payment processing and customer-facing financial operations, who thrives in fast-paced, cross-functional environments.

Key Responsibilities

• Problem Solver: Troubleshoot transaction discrepancies and payment failures, proactively working across internal teams (account management, product, compliance, finance) to provide timely and effective solutions.
• Extreme Ownership: Own the client experience end-to-end—taking full accountability for resolving issues quickly, accurately, and empathetically.
• Customer Support: Education and hands-on support of clients navigating our transaction platform, guiding them through payment workflows, account setup, and issue resolution.
• Manage incoming requests related to transaction setup, transaction escalations, customer inquiries, compliance KYC blockers, and account related deliverables.
• Monitor high-volume transaction queues, ensuring accuracy, compliance, and timeliness across all touchpoints.
• Proactive communication and education of the users, identifying gaps or issues before it happens.
• Use CRM tools to log interactions, monitor ticket status, and track key customer success metrics.
• Collaborate with internal stakeholders to drive improvements to our transaction workflows and support processes.

Required Qualifications

• 1-2 years of experience in the payment processing industry, with a solid understanding of transaction workflows, chargebacks, ACH/wire transfers, and payment gateways.

OR

• 1-2 years of experience in a customer success, customer support, or client onboarding role—preferably within fintech, banking, or financial services.
• Demonstrated success in troubleshooting complex systems, managing escalations, and guiding customers through payment-related issues with patience and clarity.
• Strong sense of ownership and accountability—you are known for seeing issues through to resolution and championing the customer's perspective.
• Confident problem solver with the ability to navigate internal operations and external partner relationships to influence outcomes.

Preferred Qualifications

• Highly organized with the ability to manage multiple priorities and maintain accuracy under pressure.
• Action-oriented—you notice roadblocks and take the initiative to clear them before they impact customers or colleagues.
• Excellent communicator—both written and verbal—with experience handling difficult conversations over phone, email, and meetings.
• Familiarity with tools like Hubspot, Apollo.io, DeskPro, Google Suite, and transaction/financial software.
• Experience working hands-on in customer-facing payments environments, such as merchant services, payment facilitation, or SaaS platforms with embedded payments.

Benefits:

• Competitive Salary
• Regular team building events with the Vancouver team
• Meritocratic culture with fast-track career growth opportunities
• Quarterly hackathons with a huge prize pool
• Weekly Town Halls including Q&A sessions with the CEO
• Experience working with diverse platforms and marketplaces worldwide

Location:

• Vancouver Office (full-time, in-office position)
• Must be eligible to work in Canada