Customer Support Agent

About the role

As a Customer Support Agent at Taptap Send, you will be the first point of contact for our customers, helping them resolve issues quickly and delivering an excellent support experience. The role offers a clear path for professional growth toward Tier 2 / Escalation responsibilities.

Key responsibilities

• 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.
• Collaborate closely with other agents and internal teams to ensure customer satisfaction.
• Identify recurring issues and flag potential improvements to processes or tools.

Required profile

• 1+ years of experience in customer support or a similar customer‑facing role.
• Excellent written and verbal communication skills in English and one of Bengali, Nepali, Hindi, Portuguese or Creoles.
• Patience, empathy and professionalism when dealing with customers.
• Strong problem‑solving and multitasking abilities.
• 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.