Customer Experience Agent (SaaS Fintech)

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines process expertise with top offshore talent, delivering the best value outcomes for its clients.

Were hiring a Customer Support Specialist to join our growing team! You'll be the first line of support for users of our generative AI-powered fintech software, built to help financial institutions streamline lending operations. Your responsibilities include onboarding support, resolving software bugs, and answering financial and technical questionsall while collaborating with internal teams to ensure a smooth and efficient customer experience.

What You'll Do

• Provide timely and empathetic support to users via email (and phone, when needed)
• Assist in onboarding new customers by guiding them through the setup process
• Deliver clear, effective product training to customers as needed
• Collaborate with our customer success and development/product teams to resolve technical inquiries.
• Escalate complex issues to the customer success or engineering teams when necessary
• Help build and maintain a comprehensive customer-facing knowledge base
• Stay up-to-date on product changes in a fast-moving, evolving environment

Who You Are

• Strong technical aptitude and a fast learner with software platforms (SaaS)
• Excellent written and verbal communication skills in English (neutral to light accent)
• Empathy and a customer-first mindset; able to troubleshoot with patience and clarity
• Organized, reliable, and proactive in managing tasks and support requests
• Willingness to "get your hands dirty" and adapt in a startup-like environment
• Familiarity with CRM systems (e.g., HubSpot, Salesforce, Zendesk, etc.)
• Ability to thrive in a dynamic, rapidly changing product environment

Must Haves

• Prior experience supporting SaaS or Fintech products
• Background with companies like PayPal, Wise, OpenAI, Stripe, Square, Intuit, Plaid, Brex, Chime, Robinhood, or similar tech-driven platforms
• Experience creating or contributing to knowledge bases, help centers, or self-service support tools to enhance scalable customer service.

Technical Requirements

• High-speed internet (minimum 20 Mbps or fiber connection)
• Noise-cancelling headset
• Fast computer
• Power and internet backup required

Rates and Expectations:

• Full-time Role
• Rate starts at $4.50 to $5 per hour
• Work Schedule: To be determined, potentially EST or PST business hours.

If you're eager to seize this opportunity and ready to leave your mark, please submit your application through our Careers Page. Note that only applications submitted using the career page form will be considered. Thank you.