Customer Support Agent

THE ROLE As 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. 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 following defined procedures - Collaborate closely with other agents and internal teams to ensure customer satisfaction - Identify recurring issues and flag potential improvements to processes or tools - Keep up to date with product features, policy updates, and process changes - Participate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilities REQUIREMENTS - 1+ years of experience in customer support or a similar customer-facing role - Excellent communication skills, both written and verbal - 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 Creoles - 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 CAREER DEVELOPMENT This 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. About Us   We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fuelling local economies, and changing how millions access financial services.   Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features.   We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation.   Here’s a little more: - Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world) - Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more - Built by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission - Truly global team - 250+ people, 50+ nationalities, 50+ languages - Guided by our values - ownership, impact, humility, and heart -