Support Agent, X Money at SpaceXAI

On-site - Bastrop, TX

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, operating with a flat organizational structure. All employees are expected to be hands‑on and to contribute directly to the company’s mission. We are seeking empathetic and dynamic Support Agent for our X Money Payments team to resolve customer inquiries across voice, chat, and email channels, troubleshoot issues, handle disputes, and maintain a high‑quality customer experience.

Requirements

Skills

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.

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.

Technologies

ACD systemsticketing toolsCRMsknowledge bases

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