Fintech Payments Support Agent — Customer Care Pro

SpaceXAI; Bastrop (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

SpaceXAI is seeking a proactive X Money Support Agent to join our rapid Payments team. You will be the voice of our brand across voice, chat, and email, resolving account, transaction, card, and app issues with care and accuracy.

Ideal candidates bring 2+ years in fintech-friendly support, strong communication, and a knack for solving complex issues while upholding policy standards in a fast-paced environment.

Qualifications

• 2+ years in customer support, preferably fintech or digital environments.
• Experience handling inquiries via phone, chat, and email.
• Excellent verbal and written communication with professional tone.
• Strong problem-solving and policy adherence.
• Familiarity with support platforms (ACD, CRM, knowledge bases).
• Willingness to work flexible US shift hours.

Responsibilities

• Serve as the first contact, embodying trust and excellence in every interaction.
• Respond to inquiries via phone, chat, and email on login access, card usage, transactions, and settings.
• Troubleshoot issues, guiding users through solutions and educating on features and policies.
• Handle disputes and fraud claims with accuracy and escalate when needed.
• Document interactions in our CRM with timely follow-up and resolution.
• Flag technical or recurring issues to Product, Risk, and Compliance teams.
• Stay up-to-date on policies and platform updates for accuracy and compliance.
• Meet performance metrics including AHT, FCR, and CSAT targets.
• Maintain a positive brand experience in high-pressure situations and escalate suspicious activity.
• Provide insights to shape scalable, customer-focused support models.

Skills

Customer support

Multichannel communication

Problem solving

Attention to detail

CRM and ticketing tools

US shift flexibility

Tools

ACD systems

CRM platforms

Ticketing tools

Knowledge bases

Job description

SpaceXAI is seeking a proactive X Money Support Agent to join our rapid Payments team. You will be the voice of our brand across voice, chat, and email, resolving account, transaction, card, and app issues with care and accuracy.

Ideal candidates bring 2+ years in fintech-friendly support, strong communication, and a knack for solving complex issues while upholding policy standards in a fast-paced environment.