Chat Support Agent

About the Role

Join a rapidly growing fintech company revolutionizing digital financial services across North America by providing smooth, AI-enhanced customer support. Operate remotely with enterprise-grade technologies to assist users with banking, payments, and lending products in real time.

Key Responsibilities

• Provide live chat assistance to customers throughout North America, promptly addressing questions about account access, transactions, billing, and product features with empathy.
• Use CRM and ticketing platforms such as Zendesk and Freshdesk to accurately log, monitor, and escalate issues, ensuring comprehensive tracking and resolution.
• Work alongside product and compliance teams to identify emerging challenges and improve knowledge base resources.
• Achieve a first-contact resolution rate exceeding 95% and meet service level agreements regarding response times, service quality, and customer satisfaction scores.
• Follow brand guidelines, regulatory compliance, and data privacy requirements under PIPEDA and GDPR regulations when managing sensitive financial data.
• Participate in regular quality assurance reviews, coaching sessions, and continuous improvement initiatives to maintain high service standards.

Skills and Qualifications

• Experience with Zendesk, Freshdesk, and other CRM systems.
• Proficiency in delivering live chat support and adhering to customer service scripts.
• Knowledge of PIPEDA compliance and data accuracy standards.
• Strong conflict resolution abilities.
• Preferred experience in fintech or banking support environments.
• Familiarity with payment processors like Stripe and PayPal.
• Basic understanding of financial terms such as APR, ACH, and overdraft.

Benefits and Work Culture

• Fully remote work setup with flexible hours to optimize productivity.
• Competitive hourly compensation coupled with performance-based bonuses and quarterly awards.
• Access to learning funds and mental health programs supporting agent well-being.