Support Agent, X Money

The role

You will be the first point of contact for X Money customers, resolving inquiries about accounts, transactions, cards, payments, disputes and app functionality. You will work across phone, chat and email and escalate complex or suspicious cases to the right internal teams.

What you will do

• Serve as the first point of contact for customers by phone, chat and email
• Respond to inquiries about login access, card usage, transaction status, transfers and account settings
• Troubleshoot complex issues and educate users on product features, policies and processes
• Handle disputes and fraud claims accurately and escalate when necessary
• Document all interactions thoroughly in the CRM system with timely follow-up
• Flag technical and recurring issues to Product, Risk and Compliance teams
• Stay current on company policies, regulatory requirements and platform updates
• Meet performance metrics for average handle time, first contact resolution and CSAT
• Maintain a positive brand experience in high-pressure situations and protect sensitive information
• Contribute insights to a scalable, customer-focused support model

Required qualifications

• 2+ years of experience in customer support
• Experience managing customer interactions via phone, chat and email in a support or contact center setting
• Experience navigating support platforms such as ACD systems, ticketing tools, CRM systems and knowledge bases
• Willingness to work flexible US shift hours, including weekends, holidays and on-call availability

Nice to have

• Experience in customer support in fintech, banking or a fast-paced digital environment
• Exceptional verbal and written communication skills
• Strong problem-solving skills and attention to detail
• Familiarity with financial services, debit/credit cards, mobile apps or payment platforms
• A strong sense of ownership and enthusiasm for resolving complex issues
• High energy and a proactive attitude in a fast-paced environment
• A sense of humor and adaptability in a rapidly evolving fintech landscape

Before you apply

• Must be a U.S. citizen or national, U.S. lawful permanent resident, refugee under 8 U.S.C. § 1157, or asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. D

About the company

SpaceXSI is building Super Intelligence to help humanity understand the universe, including Colossus supercomputers, Grok models and applications such as Grok Bot, Grok Build, Grok Imagine, Grok Voice and X. It is an equal opportunity employer.