Customer Support Agent

Clutch Canada; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading cross-border fintech company in London is seeking a Customer Support Agent to provide exceptional service to customers. The role involves resolving customer issues, documenting interactions, and collaborating with teams to ensure satisfaction. Ideal candidates have at least 1 year of experience, strong communication skills, and proficiency in English plus an additional language. This position offers a clear path for professional growth within the company.

Qualifications

• 1+ years of experience in customer support or a similar customer-facing role.
• Fluent in English plus one other language such as Bengali, Nepali, Hindi, or Portuguese.

Responsibilities

• Provide timely support to customers via chat, email, and phone.
• Resolve common customer issues efficiently.
• Accurately document customer interactions and resolutions.
• Collaborate closely with other agents and internal teams.

Skills

Excellent communication skills

Patience

Empathy

Problem-solving abilities

Multitasking abilities

Organised

Detail-oriented

Tools

Customer management tools

Ticketing tools

Job description

Location

London

Employment Type

Full time

Department

Customer Experience

Our Mission

Reduce inequity by helping immigrants move money home, and become the leading cross‑border fintech for emerging markets.

The Team

Founded by Harvard grads / 3rd‑time founders — also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest‑growing NGO).

Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) — we like moving fast, and we hire people that do as well.

Driven by mission, guided by values (see below) – in deed, not just word.

Team as global as the mission, >30 languages from 25 countries (i.e., if you’re interested in learning to make Chicken Moambe, we’re the place).

About Us

Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast‑paced tech startup environment. Read more about the journey in Reid Hoffman’s words or TechCrunch article. Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Taptap Send allows immigrants to send money home instantly and with no fee, saving money in the process. With a formal market size of >700B alone, we’ve got a lot more saving to do for our users. Our mission is to reduce inequity by helping immigrants move money home, and become the leading cross‑border fintech for emerging markets. And that’s just the beginning.

*We charge fees for transfers on fixed exchange rate corridors (e.g., XOF, XAF).

Our Investors

Spark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context‑specific angels.

The Role

As a Customer Support Agent at Taptap Send, you’ll be the first point of contact for our customers — helping them resolve issues quickly and effectively while delivering an excellent support experience. This is a development‑focused role: as you gain experience and demonstrate strong performance, you’ll have the opportunity to progress into a Tier 2 / Escalation Agent position, handling more complex and sensitive cases.

Responsibilities

• Provide timely, accurate, and empathetic support to customers via chat, email, and phone
• Resolve common customer issues efficiently, following internal processes and SLAs
• Accurately document customer interactions and resolutions
• Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures
• Collaborate closely with other agents and internal teams to ensure customer satisfaction
• Identify recurring issues and flag potential improvements to processes or tools
• Keep up to date with product features, policy updates, and process changes
• Participate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilities

Requirements

• 1+ years of experience in customer support or a similar customer‑facing role
• Excellent communication skills, both written and verbal
• Patience, empathy, and professionalism when dealing with customers
• Strong problem‑solving and multitasking abilities
• Comfortable using customer management and ticketing tools
• Fluent in English plus one of: Bengali, Nepali, Hindi, Portuguese or Creoles
• Organised, detail‑oriented, and motivated to learn and grow

Nice to Have

• Experience in a fast‑paced work environment
• Knowledge of payments, refunds, or transaction‑related issues
• Familiarity with the money transfer or fintech industry
• Proven ability to de‑escalate challenging situations

Career Development

This position offers a clear path for professional advancement. Agents who demonstrate excellence in customer satisfaction, communication quality, and process adherence will have the opportunity to move into a Tier 2 / Escalation role, where they’ll take on more complex cases and contribute to continuous improvement initiatives.

Taptap Values

• Impact first
• Team next
• Accept reality
• Propose solutions
• Win with grit
• Be proactively candid, with yourself and others
• Love the particular
• Own it
• Create positive energy
• Maybe, even have fun

Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply.

If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements.

Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.