xAI

Generative AI chatbot leveraging real-time data

Support Agent - X Money

Customer SupportConfirmed live in the last 24 hours

Full-timeNo salary listedIn-person

About the Job

Requirements

At least 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 automatic call distribution systems, ticketing tools, customer relationship management systems, and knowledge bases.
Willingness to work flexible U.S. shift hours, including weekends, holidays, and on-call availability for urgent situations.
To conform to U.S. Government export regulations, applicants must be a U.S. citizen or national, U.S. lawful permanent resident, refugee, asylee, or eligible to obtain the required authorizations from the U.S. Department of State.

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, guide users through solutions, and educate them on product features, policies, and processes.
Handle disputes and fraud claims accurately, capture critical details, and escalate cases to appropriate teams when necessary.
Document all interactions thoroughly in the customer relationship management system, ensuring timely follow-up and resolution.
Proactively identify and flag technical or recurring issues to Product, Risk, and Compliance teams to drive platform improvements.
Stay current 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 targets.
Maintain a positive brand experience in high-pressure situations, protect sensitive information, and escalate suspicious activity according to protocols.
Contribute insights to shape a scalable, customer-focused support model that maximizes satisfaction and operational efficiency.

Desired Qualifications

Experience in customer support in fintech, banking, or a fast-paced digital environment.
Strong verbal and written communication skills, with a focus on clarity, tone, and professionalism.
Problem-solving skills and attention to detail, with the ability to balance empathy with policy adherence.
Familiarity with financial services, debit or credit cards, mobile apps, or payment platforms.
Ownership and enthusiasm for resolving complex customer issues and driving continuous improvement.
Passion for problem-solving and enhancing customer experiences through creative solutions.
High energy and a proactive attitude to deliver results in a dynamic, fast-paced environment.
Adaptability to thrive in a rapidly evolving fintech landscape.

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars.

SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next.

SUPPORT AGENT, X MONEY

We are seeking empathetic and dynamic X Money Support Agent to join our fast-paced, customer-centric Payments team at SpaceXSI. In this role, you will be the voice of our brand, resolving customer inquiries with professionalism and care across voice, chat, and email channels. You’ll tackle issues related to accounts, transactions, cards, payments, disputes, and app functionality, while identifying opportunities to enhance the customer experience. Ideal candidates are creative problem-solvers with a passion for delivering exceptional service and driving customer satisfaction in a high-energy, fintech environment.

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) target
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

BASIC 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 in navigating support platforms such as automatic call distribution (ACD) systems, ticketing tools, customer relationship management (CRM) systems, and knowledge bases

PREFERRED SKILLS AND EXPERIENCE:

Experience in customer support in fintech, banking, or a fast-paced digital environment
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
Familiarity with financial services, debit/credit cards, mobile apps, or payment platforms
A strong sense of ownership, with enthusiasm for resolving complex customer issues and driving continuous improvement
A passion for problem-solving and enhancing customer experiences through creative solutions
High energy and a proactive attitude to deliver results in a dynamic, fast-paced environment
A sense of humor and adaptability to thrive in a rapidly evolving fintech landscape

ADDITIONAL REQUIREMENTS:

Willingness to work flexible US shift hours, including weekends, holidays, and on-call availability for urgent situations

ITAR REQUIREMENTS:

To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

SpaceXSI is an equal opportunity employer. For details on data processing, view our Recruitment Privacy Notice.

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