Customer Support Agent

Our MissionReduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets.The TeamFounded by Harvard grads / 3rd-time founders --- also founded Segovia (successful exit) and GiveDirectly (>300M revenue, fastest-growing NGO).Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, SafeBoda, Uber, Zipline) --- we like moving fast, and we hire people that do as well.Driven by mission, guided by values (see below) – in deed, not just word.Team as global as the mission, >30 languages from 25 countries (i.e., if you're interested in learning to make Chicken Moambe, we're the place).About UsTaptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast-paced tech startup environment. Read more about the journey in Reid Hoffman's words or TechCrunch articleLaunched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones. While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Taptap Send allows immigrants to send money home instantly and with no fee*, saving money in the process. With a formal market size of >700B alone, we've got a lot more saving to do for our users. Our mission is to reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets. And that's just the beginning...We charge fees for transfers on fixed exchange rate corridors (e.g., XOF, XAF).Our InvestorsSpark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), Firstminute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context-specific angelsThe RoleAs a Customer Support Agent at Taptap Send, you'll be the first point of contact for our customers — helping them resolve issues quickly and effectively while delivering an excellent support experience. This is a development-focused role: as you gain experience and demonstrate strong performance, you'll have the opportunity to progress into a Tier 2 / Escalation Agent position, handling more complex and sensitive cases.ResponsibilitiesProvide timely, accurate, and empathetic support to customers via chat, email, and phoneResolve common customer issues efficiently, following internal processes and SLAsAccurately document customer interactions and resolutionsEscalate complex or sensitive cases to the Tier 2 / Escalation team following defined proceduresCollaborate closely with other agents and internal teams to ensure customer satisfactionIdentify recurring issues and flag potential improvements to processes or toolsKeep up to date with product features, policy updates, and process changesParticipate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilitiesRequirements1+ years of experience in customer support or a similar customer-facing roleExcellent communication skills, both written and verbalPatience, empathy, and professionalism when dealing with customersStrong problem-solving and multitasking abilitiesComfortable using customer management and ticketing toolsFluent in English plus one of: Bengali, Nepali, Hindi, Portuguese or CreolesOrganised, detail-oriented, and motivated to learn and growNice to HaveExperience in a fast-paced work environmentKnowledge of payments, refunds, or transaction-related issuesFamiliarity with the money transfer or fintech industryProven ability to de-escalate challenging situationsCareer DevelopmentThis position offers a clear path for professional advancement. Agents who demonstrate excellence in customer satisfaction, communication quality, and process adherence will have the opportunity to move into a Tier 2 / Escalation role, where they'll take on more complex cases and contribute to continuous improvement initiatives.Taptap ValuesImpact firstTeam nextAccept realityPropose solutionsWin with gritBe proactively candid, with yourself and othersLove the particularOwn itCreate positive energyMaybe, even have funTaptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply.If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements.Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.