Support Agent, X Money

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’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.

SpaceXAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.

We are seeking empathetic and dynamic X Money Support Agent to join our fast-paced, customer‑centric Payments team at SpaceXAI. 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.

ITAR REQUIREMENTS:

• 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 .

SpaceXAI is an equal opportunity employer. For details on data processing, view our Recruitment Privacy Notice.