Customer Support Agent

Taptap Send; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading fintech company in the UK seeks a Customer Support Agent to provide exceptional support via chat, email, and phone. This role offers opportunities for career advancement into Tier 2 positions, handling complex cases. The ideal candidate has over a year of experience in customer service and is fluent in English plus another language. The company values diversity and encourages applicants from underrepresented communities.

Qualifications

• 1+ years of experience in customer support or related field.
• Strong verbal and written communication skills.
• Ability to multitask and manage stressful situations.

Responsibilities

• Provide support via chat, email, and phone.
• Document customer interactions accurately.
• Resolve customer issues efficiently.

Skills

Communication skills

Problem-solving

Multitasking

Patience and empathy

Organized and detail-oriented

Fluent in English and another language

Job description

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.