Client Support Representative

About The Opportunity KAPITALCOMPANY is a fast-growing fintech innovator empowering small businesses and entrepreneurs across the United States with smart, scalable financial solutions. We’re building the next generation of digital banking tools — frictionless, intuitive, and built for real-world impact. As part of our remote-first, customer-obsessed team, you’ll be on the front lines of delivering exceptional support that turns frustrated users into loyal advocates. Role & Responsibilities Act as the primary point of contact for clients via phone, email, and chat — resolving inquiries with speed, accuracy, and empathy.Troubleshoot account access, transaction discrepancies, and platform functionality using internal tools and knowledge bases.Document client interactions and escalate critical issues to product or engineering teams with clear context and urgency.Proactively identify recurring pain points and contribute ideas to improve self-service resources and onboarding flows.Partner with cross-functional teams (Sales, Product, Ops) to align client feedback with product roadmap priorities.Maintain 95%+ first-contact resolution rate while consistently exceeding CSAT and SLA targets. Skills & Qualifications Must-HaveZendeskCRM (Salesforce or HubSpot)Live Chat Platforms (Intercom, Freshdesk, or similar)Payment Processors (Stripe, Plaid, or similar)Microsoft Office SuiteBasic Financial LiteracyCall Center Metrics (CSAT, FCR, SLA)PreferredExperience in fintech or SaaS support environmentsFamiliarity with banking APIs or financial data flowsCertification in customer experience (e.g., CXPA, CCE) Benefits & Culture Highlights 100% remote with flexible hours — work where you thriveUnlimited PTO + quarterly “recharge” days to prevent burnoutCompetitive base salary + performance bonuses + health/dental/vision Skills: customer,teams,chat