# X Payments Support

**Company:** [xAI](https://hotfix.jobs/companies/xai)
**Location:** Bastrop, TX
**Role:** Customer Support
**Experience:** 2+ years
**Skills:** CRM, Ticketing Tools, Acd Systems, Knowledge Bases, Fintech Platforms, Payment Systems, Fraud Detection, Customer Support Software, Phone Support, Chat Support
**Posted:** 2026-03-06

> Resolves customer inquiries via phone, chat, and email for X Payments, handling accounts, transactions, disputes, and app issues. Requires 2+ years customer support experience, strong communication, problem-solving, and proficiency in support platforms.

## Job Description

## 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.

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