X Payments Support

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.

Required 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 Qualifications

• 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.

Benefits

Base salary is just one part of our total rewards package at X, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.