About The Opportunity A fast-scaling fintech innovator operating across North America, we’re redefining digital financial services through seamless customer experiences and AI-augmented support ecosystems. Our remote-first team delivers real-time, empathetic, and tech-savvy assistance to users navigating banking, payments, and lending products — all from the comfort of home, with enterprise-grade tools and global impact.

Role & Responsibilities Deliver live chat support to customers across North America, resolving inquiries related to account access, transactions, billing, and product features with speed and empathy.

Utilize CRM and ticketing systems (e.g., Zendesk, Freshdesk) to document, track, and escalate issues — ensuring zero slip-through and full audit trails.

Collaborate with product and compliance teams to surface emerging pain points and contribute to knowledge base enhancements.

Maintain 95%+ first-contact resolution rate and adhere to SLAs for response time, quality, and customer satisfaction (CSAT).

Adhere to brand voice, compliance protocols,



and data privacy standards (PIPEDA, GDPR) while handling sensitive financial information.

Participate in weekly QA calibration, coaching sessions, and process improvement sprints to raise service excellence benchmarks.

Skills & Qualifications Must-Have Zendesk

Freshdesk

CRM platforms

Live chat support

Customer service scripting

PIPEDA compliance

Conflict resolution

Data entry accuracy Preferred Experience in fintech or banking support

Familiarity with payment gateways (Stripe, PayPal, etc.)

Basic understanding of financial terminology (APR, ACH, overdraft, etc.) Benefits & Culture Highlights 100% remote work with versatile scheduling — work when you’re most productive.

Competitive hourly pay + performance bonuses + quarterly recognition awards.

Access to career development stipends and mental wellness resources — because support agents deserve support too.

Skills: chat,customer,live

📌 Chat Support Agent (Canada)
🏢 KAPITALCOMPANY
📍 Canada