Support Agent

Responsibilities

• Serve as the first point of contact for customer inquiries via phone, chat, and email
• Address issues related to login access, card usage, transaction status, transfers, and account settings
• Troubleshoot complex customer issues and educate users on product features and policies
• Handle disputes and fraud claims with accuracy and escalate to appropriate teams
• Document all interactions thoroughly in the CRM system
• Proactively identify and flag technical or recurring issues to Product, Risk, and Compliance teams
• Meet performance metrics including average handle time, first contact resolution, and CSAT targets

Requirements

• 2+ years of experience in customer support, ideally in fintech or banking
• Proven experience managing interactions via phone, chat, and email
• Exceptional verbal and written communication skills
• Strong problem-solving skills and attention to detail
• Proficiency with support platforms, ACD systems, ticketing tools, and CRMs
• Willingness to work flexible US shift hours, including weekends and holidays
• Must meet ITAR requirements (U.S. citizen, permanent resident, refugee, or asylee)

Preferred Qualifications

• Familiarity with financial services, debit/credit cards, or payment platforms
• Strong sense of ownership and enthusiasm for resolving complex issues
• Ability to thrive in a dynamic, fast-paced fintech environment

About the Company

xAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence.