Location: Bastrop, TX

Employment Type: Full-Time
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X Money seeks empathetic, customer-focused Customer Support Agents to join our fast-paced support team. You’ll resolve customer inquiries via voice, chat, or email about accounts, transactions, cards, payments, disputes, and app functionality. We need problem-solvers passionate about enhancing customer experience, identifying product pain points, suggesting improvements, and shaping a support model that maximizes satisfaction. Ideal for creative thinkers dedicated to delivering high-impact value.

Key Responsibilities:

• Serve as the first line of defense and the voice of X Money ensuring every interaction reflects our brand values and commitment to customer trust.

• Respond to customer inquiries via phone, chat, and email with professionalism, empathy, and accuracy.

• Troubleshoot issues related to login access, card usage, transaction status, transfers, and account settings.

• Educate customers on product features, policies, and processes; guiding them through next steps when needed.

• Assist with disputes and fraud claims by capturing details accurately and escalating appropriately.

• Document all interactions thoroughly in our CRM and follow up to ensure timely resolution.

• Flag technical or trending issues to the appropriate internal teams (Product, Risk, Compliance).

• Stay current on company policies, regulatory requirements, and platform updates to provide accurate information.

• Meet performance and quality targets including average handle time, first contact resolution, and CSAT.

• Uphold a positive brand experience with every customer interaction, even under pressure.

• Remain alert and cautious when handling sensitive information, and escalate any suspicious activity or potential fraud according to internal protocols.

Qualifications:

• 2 plus years of experience in customer support, preferably in fintech, banking, or a fast-paced digital environment.

• Experience handling customer interactions via phone, chat, and email in a support or contact center setting.

• Excellent verbal and written communication skills, with a focus on clarity, tone, and professionalism.

• Strong problem solving abilities and attention to detail able to balance empathy with policy enforcement.

• Comfort with navigating support platforms like ACD, ticketing systems, CRMs and knowledge bases.

• Familiarity with financial services, debit/credit cards, mobile apps, or payment platforms is a plus.

• Willingness to work US shift hours, weekends and holidays, and be on-call in exigent circumstances.