Customer Support Agent

The role

You will be the first point of contact for customers, helping them resolve issues via chat, email, and phone. This role focuses on professional development with opportunities to progress into a Tier 2 or Escalation Agent position.

What you will do

• Provide timely, accurate, and empathetic support to customers via chat, email, and phone
• Resolve common customer issues efficiently, following internal processes and SLAs
• Accurately document customer interactions and resolutions
• Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures
• Collaborate closely with other agents and internal teams to ensure customer satisfaction
• Identify recurring issues and flag potential improvements to processes or tools
• Keep up to date with product features, policy updates, and process changes
• Participate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilities

Required qualifications

• 1+ years of experience in customer support or a similar customer-facing role
• Excellent communication skills, both written and verbal
• Patience, empathy, and professionalism when dealing with customers
• Strong problem-solving and multitasking abilities
• Comfortable using customer management and ticketing tools
• Fluent in English plus one of: Bengali, Nepali, Hindi, Portuguese or Creoles
• Organised, detail-oriented, and motivated to learn and grow

Nice to have

• Experience in a fast-paced work environment
• Knowledge of payments, refunds, or transaction-related issues
• Familiarity with the money transfer or fintech industry
• Proven ability to de-escalate challenging situations
• Banking customer support experience

About the company

Taptap Send is a cross-border fintech for emerging markets that has been operating since 2019. The company is a global team of 250+ people spanning 6 out of 7 continents.