Client Support Representative

About the role

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.

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.

Requirements

• Zendesk
• CRM (Salesforce or HubSpot)
• Live Chat Platforms (Intercom, Freshdesk, or similar)
• Payment Processors (Stripe, Plaid, or similar)
• Microsoft Office Suite
• Basic Financial Literacy
• Call Center Metrics (CSAT, FCR, SLA)

Qualifications

• Experience in fintech or SaaS support environments (preferred)
• Familiarity with banking APIs or financial data flows (preferred)
• Certification in customer experience (e.g., CXPA, CCE) (preferred)

Benefits

• 100% remote with flexible hours — work where you thrive
• Unlimited PTO + quarterly “recharge” days to prevent burnout
• Competitive base salary + performance bonuses + health/dental/vision