Support Agent (X Money)

• We are seeking empathetic and dynamic X Money Support Agent to join our fast-paced, customer-centric team at X Payments
• In this role, you will be the voice of our brand, resolving customer inquiries with professionalism and care across voice, chat, and email channels
• You’ll tackle issues related to accounts, transactions, cards, payments, disputes, and app functionality, while identifying opportunities to enhance the customer experience
• Serve as the first point of contact, embodying X Money’s commitment to trust and excellence in every customer interaction
• Respond to customer inquiries via phone, chat, and email with clarity, empathy, and precision, addressing issues related to login access, card usage, transaction status, transfers, and account settings
• Troubleshoot complex customer issues, guiding users through solutions and educating them on product features, policies, and processes
• Handle disputes and fraud claims with accuracy, capturing critical details and escalating to appropriate teams when necessary
• Document all interactions thoroughly in our CRM system, ensuring timely follow-up and resolution
• Proactively identify and flag technical or recurring issues to internal teams (Product, Risk, Compliance) to drive platform improvements
• Stay up-to-date on company policies, regulatory requirements, and platform updates to provide accurate and compliant information
• Meet performance metrics, including average handle time, first contact resolution, and customer satisfaction (CSAT) targets
• Uphold a positive brand experience, even in high-pressure situations, while maintaining vigilance when handling sensitive information and escalating suspicious activity per protocols
• Contribute insights to shape a scalable, customer-focused support model that maximizes satisfaction and operational efficiency

Benefits

• Health and wellness: Comprehensive health insurance including medical, dental, vision, and disability coverage
• Life and family: Life and AD&D insurance and fertility benefits to ensure our team’s well-being and peace of mind
• Flexible vacation: We work hard but avoid burn out. Take time off when you need it
• Visa sponsorship: We support international talent with visa sponsorship to join our team
• 401(k) plan: Retirement savings plan to secure your financial future- Ideal candidates are creative problem-solvers with a passion for delivering exceptional service and driving customer satisfaction in a high-energy, fintech environment
• Proven experience managing customer interactions via phone, chat, and email in a support or contact center setting
• Strong problem-solving skills and attention to detail, with the ability to balance empathy with policy adherence
• 2+ years of experience in customer support, ideally in fintech, banking, or a fast-paced digital environment
• Willingness to work flexible US shift hours, including weekends, holidays, and on-call availability for urgent situations
• Exceptional verbal and written communication skills, with a focus on clarity, tone, and professionalism
• Proficiency in navigating support platforms such as ACD systems, ticketing tools, CRMs, and knowledge bases
• Familiarity with financial services, debit/credit cards, mobile apps, or payment platforms
• A strong sense of ownership, with enthusiasm for resolving complex customer issues and driving continuous improvement
• A passion for problem-solving and enhancing customer experiences through creative solutions
• High energy and a proactive attitude to deliver results in a dynamic, fast-paced environment
• A sense of humor and adaptability to thrive in a rapidly evolving fintech landscape