Chat Support Agent

About The OpportunityA 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 & ResponsibilitiesDeliver 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 & QualificationsMust-HaveZendeskFreshdeskCRM platformsLive chat supportCustomer service scriptingPIPEDA complianceConflict resolutionData entry accuracyPreferredExperience in fintech or banking supportFamiliarity with payment gateways (Stripe, PayPal, etc.)Basic understanding of financial terminology (APR, ACH, overdraft, etc.)Benefits & Culture Highlights100% 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