About The Prospect

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 flexible scheduling — work when you’re most productive.
- Competitive hourly pay + performance bonuses + quarterly recognition awards.
- Access to professional development stipends and mental wellness resources — because support agents deserve support too.

Skills: chat,customer,live

📌 Chat Support Agent (Canada)
🏢 KAPITALCOMPANY
📍 Canada