Support Agent, xAI

• Ideal candidates are creative problem-solvers with a passion for delivering exceptional service and driving customer satisfaction in a high-energy, fintech environment
• 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 center 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

Desirable

• We are seeking empathetic and dynamic X Payments Support Agent to join our fast-paced, customer-centric team at X Payment
• 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