Support Agent, X Money at SpaceXAI

On-site - Bastrop, TX, USA

Apply
More jobs at SpaceXAI

We are seeking an empathetic and dynamic X Money Support Agent to join our fast‑paced, customer‑centric Payments team at SpaceXAI. The role involves acting as the first point of contact, resolving customer inquiries across voice, chat, and email channels, handling issues related to accounts, transactions, cards, payments, disputes, and app functionality, while identifying opportunities to enhance the 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

Share job

See if your resume is ready for this job

See how our AI can optimize your resume and improve your chances for this role.