Description
We're 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'll 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.\n\nResponsibilities:\nServe as the first point of contact, embodying X Payments's commitment to trust and excellence in every customer interaction.\nRespond 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.\nTroubleshoot complex customer issues, guiding users through solutions and educating them on product features, policies, and processes.\nHandle disputes and fraud claims with accuracy, capturing critical details and escalating to appropriate teams when necessary.\nDocument all interactions thoroughly in our CRM system, ensuring timely follow-up and resolution.\nProactively identify and flag technical or recurring issues to internal teams (Product, Risk, Compliance) to drive platform improvements.\nStay up-to-date on company policies, regulatory requirements, and platform updates to provide accurate and compliant information.\nMeet performance metrics, including average handle time, first contact resolution, and customer satisfaction (CSAT) targets.\nUphold a positive brand experience, even in high-pressure situations, while maintaining vigilance when handling sensitive information and escalating suspicious activity per protocols.\nContribute insights to shape a scalable, customer-focused support model that maximizes satisfaction and operational efficiency.\n\nBasic Qualifications:\n2+ years of experience in customer support, ideally in fintech, banking, or a fast-paced digital environment.\nProven experience managing customer interactions via phone, chat, and email in a support or contact center setting.\nExceptional verbal and written communication skills, with a focus on clarity, tone, and professionalism.\nStrong problem-solving skills and attention to detail, with the ability to balance empathy with policy adherence.\nProficiency in navigating support platforms such as ACD systems, ticketing tools, CRMs, and knowledge bases.\nWillingness to work flexible US shift hours, including weekends, holidays, and on-call availability for urgent situations.\n\nPreferred Skills and Experience:\nFamiliarity with financial services, debit/credit cards, mobile apps, or payment platforms.\nA strong sense of ownership, with enthusiasm for resolving complex customer issues and driving continuous improvement.\nA passion for problem-solving and enhancing customer experiences through creative solutions.\nHigh energy and a proactive attitude to deliver results in a dynamic, fast-paced environment.\nA sense of humor and adaptability to thrive in a rapidly evolving fintech landscape.