Support Agent, X Money

About the role

SpaceXAI is actively seeking a dedicated Support Agent to join the X Money team based in Bastrop, TX. In this role, you will serve as the essential link between our users and the X Money platform, ensuring their financial interactions remain smooth and trustworthy. You will own the full resolution lifecycle for customer inquiries, taking complete responsibility from initial contact through to final closure. This position requires a high level of ownership, where you will investigate complex issues, provide clear explanations, and advocate for the customer within established policies. You will be a critical voice for the user, translating their needs into actionable insights for the Payments team. Success in this role means building customer confidence while maintaining strict adherence to regulatory requirements. You will contribute directly to the reliability and reputation of our payment infrastructure by handling each interaction with precision and care.

Key facts

What you'll do

• Act as the primary point of contact for users, managing detailed inquiries regarding transactions, card usage, login access, and account settings across phone, email, and chat channels.
• Resolve technical issues and clearly explain product features, policies, and procedures to customers using precise and accessible language.
• Manage fraud claims and disputes by meticulously documenting all provided details and escalating cases promptly to the Risk or Compliance teams for further review.
• Maintain accurate, organized, and up-to-date records of every customer interaction within the CRM to ensure continuity and compliance.
• Monitor support data to identify recurring technical problems and systematically report them to the Product team to facilitate platform improvements.
• Proactively track account metrics and achieve specific performance goals related to customer satisfaction, resolution speed, and average handle time.
• Guide customers through complex account settings and troubleshoot login access issues to minimize disruptions to their financial activities.
• Evaluate transaction statuses and provide definitive answers regarding payments, refunds, and processing timelines based on current policies.
• Collaborate closely with internal departments to gather information and resolve escalated customer cases efficiently and professionally.
• Utilize structured troubleshooting methodologies to diagnose issues with payment methods and app features, ensuring first-contact resolutions whenever possible.
• Communicate technical limitations or policy constraints to customers in a respectful and empathetic manner while offering viable alternatives.
• Contribute to the continuous improvement of support workflows by identifying bottlenecks and suggesting practical enhancements to the customer experience.

Requirements

• Possess 2+ years of proven experience in customer support roles within fintech, banking, or a similarly fast-paced digital industry.
• Demonstrate direct experience managing customer communication across phone, email, and live chat platforms with consistent professionalism.
• Show the ability to work flexible US hours, including weekends, holidays, and scheduled on-call shifts, to support global user needs.
• Exhibit proficiency with CRM software, ticketing systems, and ACD systems to efficiently navigate and resolve customer cases.
• Must be a U.S. citizen, lawful permanent resident, refugee, or asylee to strictly comply with ITAR regulations governing our operations.
• Maintain a strong commitment to handling sensitive financial information with discretion and integrity at all times.
• Develop strong written and verbal communication skills to articulate solutions clearly and effectively to users with varying technical backgrounds.
• Cultivate patience and resilience when managing high-pressure situations and complex inquiries that require detailed investigation.

Nice to have

• Possess knowledge of payment platforms, mobile applications, or credit and debit card services to better understand user issues.
• Apply a proactive approach to troubleshooting problems and improving support processes for long-term efficiency.

Skills & tools

• CRM platforms
• Ticketing systems
• ACD systems
• Financial services support

Practical notes

• This role requires strict compliance with U.S. Government export regulations (ITAR). All applicants must be U.S. citizens, green card holders, refugees, or asylees to ensure legal adherence.
• The position operates on a full-time schedule, requiring consistent availability during standard business hours and additional flexible times as needed.
• Work location is fixed in Bastrop, TX, requiring reliable local transportation and adherence to site-specific policies.
• Success in this role depends on the ability to meet high performance standards while maintaining accuracy and compliance in every interaction.
• Candidates should expect regular monitoring of key performance indicators related to customer satisfaction and operational efficiency.
• The role involves frequent use of digital communication tools, requiring a stable internet connection and familiarity with remote support software.
• Professional development is encouraged within the framework of the position to keep skills aligned with evolving payment technologies.