We are seeking an empathetic and dynamic Support Agent to join our fast-paced, customer-centric team at X Payments. As the voice of our brand, you will resolve 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.
Responsibilities:
Serve as the first point of contact, embodying X Payments’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 maximises satisfaction and operational efficiency.
Basic Qualifications:
2+ years of experience in customer support, ideally in fintech, banking, or a fast-paced digital environment. Proven experience managing customer interactions via phone, chat, and email in a support or contact centre setting. Exceptional verbal and written communication skills, with a focus on clarity, tone, and professionalism. Strong problem-solving skills and attention to detail, with the ability to balance empathy with policy adherence. Proficiency in navigating support platforms such as ACD systems, ticketing tools, CRMs, and knowledge bases. Willingness to work flexible US shift hours, including weekends, holidays, and on-call availability for urgent situations.
Preferred Skills and Experience:
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 humour and adaptability to thrive in a rapidly evolving fintech landscape.
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