Support Agent, X Money

SpaceXSI; Bastrop (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

SpaceXSI is seeking empathetic and dynamic X Money Support Agent to join our Payments team. You will be the voice of our brand, resolving inquiries across voice, chat, and email.

You will tackle issues related to accounts, transactions, cards, payments, disputes, and app functionality while identifying opportunities to enhance the customer experience in a high-energy fintech environment. Ideal candidates are creative problem-solvers with strong communication skills and a passion for delivering

Qualifications

• 2+ years of experience in customer support, ideally in fintech or fast-paced digital environments.
• Excellent verbal and written communication with a customer‑centric approach.
• Experience handling inquiries via phone, chat and email in a support or contact center.
• Proficiency with support platforms such as ACD, CRM, and ticketing tools.
• Willingness to work flexible US shift hours, including weekends, holidays, and on-call availability.

Responsibilities

• Be the first point of contact and reflect the brand in every interaction.
• Assist customers via phone, chat and email on login, card usage, transactions, transfers, and settings.
• Troubleshoot complex issues and guide customers through solutions.
• 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 to drive improvements.
• Stay updated on policies and platform updates to provide accurate information.
• Meet targets for handle time, first contact resolution and CSAT.
• Maintain security and privacy when handling sensitive information.

Skills

Customer support

Multichannel

Fintech knowledge

Communication

Tools

ACD systems

CRM systems

Ticketing tools

Job description

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars.
SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We’re creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next.

ABOUT THE ROLE:

We are seeking empathetic and dynamic X Money Support Agent to join our fast-paced, customer‑centric Payments team at SpaceXSI. 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. Ideal candidates are creative problem‑solvers with a passion for delivering exceptional service and driving customer satisfaction in a high‑energy, fintech environment.

RESPONSIBILITIES:

• Serve as the first point of contact, embodying X Payments’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.

BASIC QUALIFICATIONS:

• 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.

PREFERRED SKILLS AND EXPERIENCE:

• Familiarity with financial services, debit/credit cards, mobile apps, or payment platforms.
• A strong sense of ownership, with enthusiasm for resolving complex customer issues and driving continuous improvement.
• A passion for problem‑solving and enhancing customer experiences through creative solutions.
• High energy and a proactive attitude to deliver results in a dynamic, fast‑paced environment.
• A sense of humor and adaptability to thrive in a rapidly evolving fintech landscape.
• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.