X Money Support Agent

You will serve as the first point of contact for payment customers. You will resolve account, transaction, card, payment, dispute, fraud, and app issues through phone, chat, and email. You will document interactions, escalate issues, maintain compliant support knowledge, and meet customer-service performance targets.

Responsibilities

• Respond to customer inquiries by phone, chat, and email
• Troubleshoot customer issues and explain product features, policies, and processes
• Handle disputes and fraud claims and escalate them when needed
• Document interactions in the CRM system
• Identify and flag recurring technical issues
• Maintain knowledge of policies, regulations, and platform updates
• Meet handle-time, first-contact-resolution, and customer-satisfaction targets
• Escalate suspicious activity according to protocols
• Contribute support-model improvement insights

Requirements

• 2+ years of customer support experience
• Experience managing customer interactions through phone, chat, and email
• Verbal and written communication skills
• Problem-solving skills and attention to detail
• Proficiency with ACD systems, ticketing tools, CRMs, and knowledge bases
• Willingness to work flexible US shift hours, including weekends, holidays, and on-call availability
• U.S. citizenship, U.S. nationality, lawful permanent residency, refugee or asylee status, or eligibility to obtain required U.S. Department of State authorizations