XTRM Inc.

Customer Support Specialist I – FinTech

XTRM Inc.

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Salary

💰 $1,100 per month

About the role

  • 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

Requirements

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingcustomer onboardingACH fundingsystem configurationsinvestigationpaymentsfunding policiescompliance
Soft Skills
problem-solvingcommunicationprioritizationcustomer supportcustomer success
Certifications
high school diplomaGED