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Support Agent, X Money

xAI· Safety
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Bastrop, TXFull-timePosted 9mo ago

About the role

Empathetic customer-facing role resolving inquiries related to accounts, transactions, cards, payments, disputes, and app functionality across voice, chat, and email within SpaceXSI's Payments team.

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.

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.

Skills

Required:Customer support across multiple channels (phone, chat, email)CommunicationProblem-solving and troubleshooting
Last updated Oct 14, 2026. Interested? Apply on the company site.

About xAI

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