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.
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