Fintech Support Agent - Flexible Hours

Pantera Capital; Bastrop (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

xAI is seeking empathetic and dynamic X Money Support Agent to join our fast-paced, customer-centric team at X Payments. 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.

Qualifications

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

Responsibilities

• Serve as the first point of contact, assisting customers with account, transaction, and payment questions.
• Respond to inquiries via phone, chat, and email with clarity and empathy.
• Troubleshoot issues and educate customers on product features and policies.
• Handle disputes and fraud claims with accuracy and escalation when needed.
• Document interactions in the CRM and follow up to resolution.
• Flag recurring issues to Product, Risk, and Compliance for improvements.
• Stay updated on policies and platform updates to provide compliant information.
• Meet targets for average handle time, first contact resolution, and CSAT.
• Maintain brand-friendly communication and secure handling of sensitive data.
• Contribute to scalable, customer-focused support improvements.

Skills

Customer support

Verbal & written communication

Problem solving

Attention to detail

CRM / ticketing tools

Flexible US shift hours

Tools

ACD systems

CRM

Ticketing tools

Job description

xAI is seeking empathetic and dynamic X Money Support Agent to join our fast-paced, customer-centric team at X Payments. 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.