Job Specifications
Ready to make a real impact on global health and wellness care?
Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we're now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries.
In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform.
We're a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together.
Position Summary
We are seeking a strategic and customer-focused Payment Specialist to join our Payments team. This role uniquely blends technical support expertise with consultative account management, requiring someone who can both solve complex payment processing issues and drive meaningful behavioural change among our customer base.
As a Payment Specialist, you will serve as a trusted advisor to our customers, providing expert technical guidance on merchant account questions while simultaneously identifying opportunities to transform how they use Practice Better Payments. You'll need to see beyond the immediate support ticket to understand the bigger picture—recognizing patterns, uncovering root causes, and proactively coaching customers toward payment best practices that increase their overall adoption and success with our platform.
This position is ideal for someone who thrives at the intersection of technical problem-solving and strategic relationship building. You'll answer day-to-day technical inquiries with precision and speed, but your real impact will come from your ability to influence customer behaviour, build confidence in our payment solution, and help customers realize the full value of Practice Better Payments through consultative engagement.
Note: Practice Better is a remote-first company with team members across North America. However, this particular role is currently open to Canadian-based candidates only, and preference will be given to applicants legally authorized to work in Canada.
What You'll Be Doing
Respond to merchant account-related inquiries with efficiency and accuracy, diagnosing issues quickly through effective questioning and analysis
Provide consultative guidance to customers on payment best practices, helping them maximize their use of Practice Better Payments
Conduct a minimum of 20 customer consultation calls per month focused on increasing payment solution adoption
Identify opportunities to deepen customer engagement with our payment platform by recognizing patterns and proactively addressing underlying challenges
Collaborate closely with Customer Service team members and the Operations Manager to ensure seamless support delivery
Troubleshoot technical payment processing issues and provide clear, actionable solutions
Document customer interactions and maintain accurate records in our support systems
Contribute to the development of knowledge base articles and best practice resources
What You Bring
Bachelor's or Associate's degree
3-5 years of experience in customer service, account management, sales, or payment support
Understanding of merchant services, payment processing workflows, and compliance requirements
Demonstrated ability to think strategically and consultatively, identifying root causes rather than treating surface-level symptoms
Strong problem-solving skills with the ability to ask clarifying questions that get to the heart of an issue
Excellent written and verbal communication skills
Proven track record of building customer relationships and driving product adoption
Self-motivated with the ability to work independently while collaborating across teams
Bonus Points
Experience with payment processors such as Stripe or similar platforms
Familiarity with Zendesk and HubSpot
Previous experience in a SaaS or fintech environment
Compensation & Pay Transparency
At Practice Better, we believe in pay transparency, equity, and fairness. We benchmark compensation against similar-stage, high-growth SaaS companies in both Canada and the United States and review our salary bands regularly to ensure they remain competitive and aligned with market trends.
Each role has a defined pay range based on its level, scope, and geographic location. Final offers are determined by several factors, including experience, demonstrated skills, and location, to ensure consistency and equity across our team.
Anticipated Base Salary Range (Canada): $60,000 - $70,000 per year CAD
We take a holistic approach to compensation, combining salary, bonus, equity, benefits, an
About the Company
Holistic practices should never have to choose between exceptional client care and sustainable business growth. Whether in private or group practice, practitioners need an EHR that fuels both the well-being of their clients and the success of their practice.
Practice Better is that EHR.
We empower practitioners with cutting-edge tools for nutrition, lifestyle medicine, accessibility, accountability, and ongoing care—helping them drive better health outcomes.
But we don’t stop there.
We address the #1 challenge in priva...
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