bilingual customer service associate

onboarding manager

inventory manager

order picker

human resources coordinator

PAYMENT SOURCE INC

If you are looking for a company that has an entrepreneurial mindset, ever-changing, and truly cares for its staff, this is the place for you. At Payment Source, you are more than just a person in a seat doing menial/repetitive work. I know it sounds cliche but we are truly a family environment and we push each other to work hard to get the job done. 

The company itself is managed very well with a focus on their staff. I have the best benefits program I have ever had, they match up to 3% in a group rrsp program, there are a lot of monthly perks like a snack cupboard, Friday lunches were we all come together and have lunch provided by the President, staff outings, volunteer days at the Daily Food Bank, etc. This year, the company was recognized as one of Canada's Top Managed Companies for 2018. The culture is a very open one - the office itself is open with glass walls, the Leadership team is very down to earth and you will often see the President sitting with the customer service team to get to know them better personally (they are the front line to our customers so he wants to understand your pain points and will action change when he can). It is a flexible environment but within reason - there are certain roles that don't allow the same freedoms. In the customer service and sales departments, which is where I have the most experience, you will be working with retailers across Canada providing them with support to either get signed up for our program or working with the retailer after they have joined the program. Our program allows retailers across Canada to sell prepaid products (mobile top-ups, gift cards, payment vouchers, digital wallet top ups like Amazon Cash) to their customers, so the team I manage would work closely with this group and other customers requiring service from our programs.

In any start-up company, there are always some bumps along the way but since Payment Source was formed in 2014, we have learned from our mistakes and are constantly making changes to improve daily. Most of our staff have been with the company for several years and work well within this type of environment. We are constantly evolving and striving to be better - your voice is heard here regardless of your tenure or role. There is also a culture of empowering - we are given the tools to find the answers ourselves and to make decisions to help a customer. But in anything, we are not always perfect, we make mistakes, we try new things out that don't always work, and we might occasionally miss something along the way. BUT, we always try to make up and own those things and make them right to the individual/team. 

Those who can learn quickly using the tools and resources provided can adapt well and are passionate about their role regardless if it is within customer service, sales, program/product management, or a Director/Leadership role, will do very well here. The company has high expectations of wanting the best so be prepared to work hard - coming in late repeatedly, constantly sick, being a 'negative nancy/nick', unprofessional behaviour, giving excuses etc is not really what this place is about so if this is you, you will not make it. If you are willing to give the company your all, they will be a very loyal company that help to support you within the role and in most cases, even after the role if you move on to something bigger/better.

I began this job as a way to stay off EI during COVID as my industry has been shuttered, and sadly I would rate this as one of the worst jobs I've ever had.

There is little to no training set up in this company, and so they have random employees teach you their way of doing things. This causes you to get in trouble when you've been taught incorrectly, and you will be thrown under the bus by those you work with. 

There is little to no organization, both physically on the shelves, and within the company. New staff including myself had to create an organization system.

Communication has broken down between every department and customer support, which is a terrible issue that CS seems determined to keep prevelant. Customer support also seems to have the same training issues as each order from them will always have errors, and each error will be specific to a member of the team, showing there is no uniformity. Suggestions to fix this issue are ignored by the management of CS and this fact is well-known by the other teams but is ignored because no one is willing to make it their issue.

Everyone in the company seems to have a bad case of "not-my-job", which allows huge issues, normally caused by legacy staff members refusing to do their jobs correctly, to continue for years without check.

The company pretends to care about providing advancement, as well as avenues to give ideas for change, but anything that would change the status quo for the better is explicitly ignored by the middle management, whether or not the higher ups care. This disconnect is purposefully created and maintained by the legacy staff and middle management who feel they have all the power in the company, to the point of "just not doing" whatever they deem as "impossible" or not helpful.

Finally, if you are hired under contract, unless you are related to someone who works there, do not expect to ever actually get a full-time position. The shortest amount of time I was quoted by one of the members of staff of contract-to-full-time conversion is 2 years, which is a long time to be making basically minimum wage without benefits, even if you work much faster than the legacy staff. And since they reserve the right to cut your contract short without cause, this company just is not trustworthy, or really worth it. 

Truly I feel like this is a company who's higher ups (VPs, CEO and CFO's) are all incredibly disconnected from the lower level staff and truly believe they are offering everything they say they are but the middle management running Fulfillment, Customer Support and even Accounts Management will never release their grips on the power they believe they have.

I am incredibly disappointed with the way I was treated, the way I feel I was lied to, and how my ideas for improvement were simply stolen and are currently being implemented without my knowledge, guidance or the slightest nod. 

The "perp walk" out was a real kick in the pants when I was being released from my contract without causes.

The Pros:
When I first joined, this was a genuinely special place to work. The founding leadership created a real family atmosphere where contributions were noticed and people looked out for each other. For anyone wanting to learn various warehouse and fulfillment functions, there were real opportunities to grow and take on meaningful responsibility. I loved the work and the team in those early years and would have stayed indefinitely under those conditions.

The Cons:
Over time — through ownership changes, restructuring, and leadership turnover — the culture shifted considerably. What had been collaborative and people-first became increasingly political. A small group of favoured employees were given lighter, desk-based work while others were quietly loaded with the most physically demanding tasks and pressured to increase output simultaneously. Concerns raised by experienced staff were often not passed up the chain, meaning frontline workers were left making do with inadequate resources for years.

Expertise built over years of hands-on work wasn't always trusted or acted on — including warnings about costly operational decisions that were ultimately ignored and later proved correct.

Toward the end, workload distribution became noticeably unequal. Certain employees handled straightforward, self-contained tasks from their desks while others were expected to cover the most labour-intensive work across the floor — with increasing pressure to produce more, and less and less time to do the work they were actually hired and skilled to do.

When ownership changed, it became clear early on that allegiances had already been established before new management had any meaningful interaction with the broader team. Floor staff who had been there for years were largely invisible to incoming leadership, while a select few seemed already positioned as the inner circle. For employees who simply wanted to do good work, stay in their lane, and provide for their families — with no interest in climbing a ladder or playing politics — there was little room in the new structure. Dedication to the actual work was not enough. Loyalty to the right people was.

Departures at the end of my tenure were handled poorly — abrupt, impersonal, and without the basic respect that years of service should have earned. Roles described as "eliminated" have a way of quietly continuing under different arrangements. The role wasn't eliminated — the budget line was. It left a lasting impression on how the company views the people who built it.

Advice to Management:
Value experience over convenience. When someone with years of frontline knowledge raises a concern, listen before making major decisions. Workload distribution should be fair and based on operational need — not on who is closest to management. The people doing the hardest work deserve the same respect as those sitting at desks.

Overall: 3/5 stars
Recommended for someone early in their warehouse or fulfillment career who wants to learn a lot quickly. Go in with eyes open — job security and fairness are not guaranteed as the company evolves, and loyalty does not always protect you.

When I started working at Payment Source, I was a newcomer in Canada. This company welcomed me as a new family member, I did not feel like a stranger at all and it helped me to easily blend and be part of the team. The CS team is awesome. We are always willing to help customers and each other as well. The teams from other departments (Operations, Marketing...) are always willing to give us a hand whatever the situation is. It is really great working in such a company.

A typical day at work includes answering the phone (of course), replying to emails, following-up issues with customers by email or phone, making outbound calls to prevent frauds or scams. Understanding the different functions of the softwares that are used could be a little bit tricky. But with hard work, when you finally understand, it becomes very easy to do your job and help customers. The most enjoyable part is the satisfaction we get when we prevent scams or frauds from happening, or when we helped a customer with any given issue and they feel so grateful and happy. 

What I really like about this company is that they really take care of their employees. I do not feel like a number, my opinions and ideas count. By the way, the company has created an "Idea Committee" so that each time an employee has an idea to improve the service in any way, the idea can be submitted to the committee and the winner has a price. Isn't it great? So everyone participates in the development of the company.

The managers are very friendly as well, passionate, opened to discussion and any suggestion, always willing to help. The CEO is a great mentor to look up to, has a lot of experience in Business and has so many inspiring stories. The CS manager is the best, I love working with her because I have learned a lot: from how to professionally answer to customers in any situation, to what the habits of a good manager are. In fact, I am learning something new almost every week.

For me, Payment Source may look like a small company, but they have a vision of a big company and all the teams are doing and giving everything to make the company move forward and achieve the goals.

During my time at Payment source, I absolutely LOVED it. The customer service team is a small knit group of 4-6 people. The group that was there during my time worked as well together as family and I miss them all terribly. The ONLY reason I left is because I had to move away for school. The other people in my team at that time have also left, mainly because they had to move away for personal reasons. We still keep in touch. 

Typical day- answer phones, check email, check voicemail, check fax and do tasks requested (billing, tech support, supply requests, training on machines), all client requests are different. You deal mainly with business owners who are , for the most part, professional. 

I learned how to troubleshoot issues with Point of sale  terminals. 

The owner is THE nicest , most approachable, business savvy man in the world. Now that I’m in business school, I REALLY wish I was able to work with him again. 

Workplace culture- friendly co-workers and management. Get to work on time, ask questions if you need to, do the job, go home, repeat. It is NOT a hard job, if you get it and are eager to learn. This is NOT a job for lazy people. You can’t call in sick all the time, you can’t coast, you HAVE TO do your share of the workload. If the team works well together and are able to effectively communicate, you’ll love the job as much as I did.

Generally this is a small company that is doing interesting things in the fintech spaces. They are working with some large organizations that leads to some interesting projects. However they are a small company which needs to look at the culture, management practices, and put in more effort in management training and career development to limit the risk of losing good people.  Very little visibility into the mechanisms of organization costs revenues etc making it hard to strategically plan your particular portfolio. Some internal cultural idealisms and values exhibited does not reflect the progressive nature of the Fintech space. Lack of focus sometimes being tasked with side projects not related to the business/portfolio being managed, Needs improvement in the HR and career management vertical

Overall, I want to say that this is one of the best companies I have worked for so far. The work culture is great, and the people are extremely friendly and approachable. My team was very considerate and patient during the training process. Additionally, the top management focuses on creating rapport by hosting many events and paying for lunch whenever we were in the office. The only downside is the limited growth opportunity since it is a relatively small company. However, the work-from-home option was great and very flexible. The company also shows care for employees by providing gifts and accommodations from time to time.

I am very proud to be a part of Payment Source. I often deal with challenging situations but I have learned so much in the last year of employment because of this. I know that I have many opportunities for growth and learning here.

My direct manager is a great coach, open to feedback, and makes themselves available for me when I need.

The company has great benefits, RRSP matching, and offers free lunches on Friday for the Toronto staff. Overall they do so much for the staff and are always open to suggestions for activites, etc.

a typical day at work: 9 to 5 at the office or at home, pretty casual, engaging.
management is very supportive and caring.
workplace culture is A+ , fun activities during dead time
hardest part of the job was the standard stress that comes with being a customer service representative; fast-paced, lots of multitasking

Payment Source is a great employer. They have a great work/home life balance and truly care for their employees. I have been part of the company for many years now and have always been treated very well and love being part of the Payment Source family.

They also have a great upper management team whom are very supportive, understandable & accountable. 

Overall a great place to work.

Top Job Titles	Average salary
Bilingual customer service associate 3 salaries reported	$19.50 per hour
Onboarding manager 2 salaries reported	$43,500 per year
Inventory manager 2 salaries reported	$60,000 per year
Order picker 1 salary reported	$18.00 per hour
Human resources coordinator 1 salary reported	$50,000 per year

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