Customer Support Agent

About the role

As a Customer Support Agent at Taptap Send, you will be the first point of contact for users of our cross‑border fintech platform. You will help resolve inquiries quickly and deliver a friendly, effective support experience while building the skills needed for advancement to Tier 2 or Escalation roles.

Key responsibilities

• Provide timely, accurate, and empathetic assistance via chat, email, and phone.
• Resolve common customer issues following internal processes and service‑level agreements.
• Document interactions and resolutions in the ticketing system.
• Escalate complex or sensitive cases to the Tier 2/Escalation team.
• Collaborate with other agents and internal teams to ensure customer satisfaction.
• Identify recurring problems and suggest improvements to processes or tools.
• Stay up‑to‑date with product features, policy updates, and procedural changes.
• Participate in training sessions to develop Tier 2/Escalation capabilities.

Required profile

• At least 1 year of experience in customer support or a similar customer‑facing role.
• Excellent written and verbal communication skills in English.
• Patience, empathy, and professionalism when dealing with customers.
• Strong problem‑solving and multitasking abilities.
• Comfortable using customer‑management and ticketing tools.
• Fluent in English plus one of: Bengali, Nepali, Hindi, Portuguese, or Creole.
• Organised and detail‑oriented.

Required skills

• Proficiency with ticketing and customer‑management tools.

What we offer

• Opportunity to progress to Tier 2/Escalation roles.
• Experience in a fast‑growing fintech serving emerging markets.
• Collaborative, mission‑driven global team.