XTRM Inc.

Customer Support

• 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.

Customer Support Specialist I – FinTech