Nuvei Voices: Meet Jaclyn Poole

From answering calls in Technical Support to leading Customer Success, Jaclyn Poole's 15-year journey at Nuvei demonstrates how asking questions, leaning into uncertainty, and focusing on solutions can take you further than you ever imagined. Joining Nuvei in her twenties in what she thought would be a short-term role, Jaclyn has grown through seven positions, building deep expertise while shaping how Nuvei supports merchants and empowers teams.

Built from the front line

Jaclyn's approach to customer success is grounded in her early years in Technical Support. Having spent time directly supporting customers, she understands what it takes to deliver in real time - and that experience informs every decision she makes today.

"Starting on the front line really shaped how I lead. I never forget what it felt like to be on the phones, working directly with customers. That experience keeps me grounded and empathetic when making decisions from a different vantage point now."

For Jaclyn, customer success isn't just about metrics - it's about the people behind them. She views her role as building partnerships with merchants, agents, and leaders, ensuring everyone has what they need to succeed.

Learning in the unknown

What's driven Jaclyn's growth over 15 years? Her willingness to step into ambiguity and ask questions, even when the path forward isn't clear.

"I've always been comfortable working between what we know and what we don't. I learn it, then try to turn it into something better. Nuvei has given me strong mentorship and opportunities to work on new projects early in my career, and I've always focused on being part of the solution - bringing ideas forward rather than just pointing out problems."

This solution-oriented mindset - combined with her comfort in uncertainty - has been central to her progression from Technical Support to the leadership table.

Trust and empowerment

Jaclyn's leadership style is rooted in trust and long-term relationships. Having worked with many of her team members for close to a decade, she's built an environment where people feel safe to speak up, take ownership, and make their mark.

"I genuinely believe it's okay to make mistakes - that's how we learn and grow. My role is to support my team, build their confidence, and create space where innovation can happen. When teams feel trusted and empowered, it naturally leads to better outcomes: for our customers, our merchants, and our people."

She encourages curiosity and open dialogue, recognizing that the best ideas often come from those closest to the work.

Building careers, not just teams

Jaclyn's proudest achievement isn't a project or milestone - it's watching others grow.

"I started in the call centre myself and relied on many people to help guide me along the way. To now see others follow similar paths and grow into strong leaders is something I'm incredibly proud of."

Creating opportunities for talent development remains at the heart of her work, and she's grateful to now play the same supportive role for others that mentors once played for her.

Life beyond work

Outside of Nuvei, Jaclyn's biggest inspiration is her three-year-old identical twin girls. Watching their personalities develop brings her joy and plenty of entertainment. She also enjoys travelling with her partner when possible and has recently taken up making sushi - though she's quick to admit there's been lots of trial and error along the way.

Based in rural Manitoba, where she was born and raised, Jaclyn works remotely after spending a decade in Nuvei's Montreal office.

"When I needed to move back to Manitoba to be closer to family, Nuvei supported me in making that transition. The trust and flexibility they've shown - allowing me to continue growing in my role while working fully remotely - means everything. It's that kind of support that makes people want to build careers here."

While she misses the in-person energy and tries to visit the Montreal office about once a year, she's grateful that Nuvei enables her to balance career growth with being close to family.

‍