Customer Support Specialist I - FinTech (Fully Remote)

Xtrm is a global FinTech payments company.

We’ve built a next-generation platform and an embedded payment API, designed around an intelligent wallet architecture, that allows businesses of all kinds to receive, manage, exchange, and send money worldwide. Xtrm operates using a fully distributed team spanning many countries. We are a high-growth company serving more than 25,000 customers worldwide.

JOB SUMMARY:
The Customer Success Specialist is a crucial part of Xtrm's ongoing support model/ Reporting to the Director of Operations, the Customer Success Specialist is the first point of contact for all support-related matters from Xtrm’s customers or partners. The role is responsible for identifying appropriate solutions and assisting users in navigating Xtrm’s system functionality via email, messaging, web conferencing, chatbot interactions, or phone. In addition, the Customer Success Specialist plays a key role in managing investigations requested from Xtrm’s banking partners; proactively guiding the process to prevent potential delays. It is the Customer Success Specialist’s job to effectively resolve all open customer tickets and ensure a positive user experience throughout the customer’s journey with the product.

ESSENTIAL DUTIES / RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Respond promptly to customer support tickets in accordance to the customer’s service level agreement (SLA) and guide the customer throughout the support process.
• Troubleshoot support tickets by researching the matter, attempting to replicate the situation, and/or consulting with Xtrm’s internal resources.
• Manage investigations with Xtrm’s banking partners by forwarding requested correspondence, confirming banking information, researching banking activities, communicating issues, and ensuring prompt resolution of any pending matters.
• Ensure successful customer onboarding by maintaining Xtrm’s Master Administration functions, setting up ACH funding when required, and updating all relevant system configurations.
• Maintain up-to-date knowledge on internal/external compliance, payments, and funding/financing policies.
• Review system transfer history to investigate locked wallets, verify whether funds were successfully sent, and obtain authorization to unlock the affected wallets.
• Identify key trends and themes from customer feedback and support interactions to inform and guide ongoing platform development
• Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• High school diploma, GED, or equivalent.
• 2+ years of experience in customer support or customer success within the financial services, payments, or foreign exchange industry.
• Strong working knowledge of Google Suite.
• Outstanding troubleshooting skills and a passion for problem-solving and investigation.
• Excellent written and verbal communication skills/ Fluent English.
• Ability to manage a heavy workload and prioritize responsibilities appropriately.

PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Bachelor's degree preferred
• Knowledge of regulatory and compliance requirements
• Experience working with Freshdesk or similar helpdesk software
• Experience working with Google Docs and Excel