Taptap Send

Customer Support Agent – Fintech (Development Track)

Casablanca

CDI / Temps pleinSur site1–3 ansAnglais, PortugaisService client / SAVServices financiers

L’essentiel du poste

Résumé par Postule AI

Taptap Send seeks a Customer Support Agent to serve as the first point of contact for customers in a fintech environment. This development-focused role offers a clear progression path to Tier 2 / Escalation Agent positions. The ideal candidate has 1+ years of customer support experience, excellent communication skills, fluency in English plus Bengali, Nepali, Hindi, Portuguese, or Creoles, and a passion for delivering empathetic, efficient customer service in a fast-growing, mission-driven fintech company.

Vos missions

  • Provide timely, accurate, and empathetic support to customers via chat, email, and phone
  • Resolve common customer issues efficiently while adhering to internal processes and SLAs
  • Accurately document customer interactions and resolutions in ticketing systems
  • Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures
  • Identify recurring issues and flag potential improvements to processes or tools
  • Collaborate with other agents and internal teams to ensure customer satisfaction

Profil recherché

  • You have 1+ years of customer support or customer-facing experience
  • You are fluent in English and one of Bengali, Nepali, Hindi, Portuguese, or Creoles
  • You thrive in fast-paced environments and are motivated by social impact
  • You demonstrate strong empathy, patience, and problem-solving abilities
  • You are organized, detail-oriented, and eager to develop into a Tier 2 / Escalation role

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About Taptap Send

Taptap Send is a leading cross-border fintech platform for emerging markets, empowering families and fueling local economies by transforming how money moves across borders. Operating across 6 out of 7 continents, the company brings digital financial services to underserved remittance corridors and diaspora communities worldwide.

The Role

As a Customer Support Agent, you will be the first point of contact for customers, helping them resolve issues quickly and effectively while delivering an excellent support experience. This is a development-focused position with a clear path to progression into a Tier 2 / Escalation Agent role as you gain experience and demonstrate strong performance.

Main Responsibilities

  • Provide timely, accurate, and empathetic support to customers via chat, email, and phone
  • Resolve common customer issues efficiently while following internal processes and SLAs
  • Accurately document customer interactions and resolutions in ticketing systems
  • Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures
  • Identify recurring issues and flag potential improvements to processes or tools
  • Collaborate with other agents and internal teams to ensure customer satisfaction and continuous learning

Key Requirements

  • 1+ years of experience in customer support or customer-facing role
  • Excellent written and verbal communication skills
  • Patience, empathy, and professionalism when dealing with customers
  • Strong problem-solving and multitasking abilities
  • Fluency in English plus one of: Bengali, Nepali, Hindi, Portuguese, or Creoles
  • Comfortable using customer management and ticketing tools
  • Detail-oriented, organized, and motivated to learn and grow

Nice to Have

  • Experience in fast-paced work environments
  • Knowledge of payments, refunds, or transaction-related issues
  • Familiarity with money transfer or fintech industry
  • Proven ability to de-escalate challenging situations
  • Banking customer support experience

Career Development

Agents demonstrating excellence in customer satisfaction, communication quality, and process adherence will have the opportunity to progress into a Tier 2 / Escalation role, handling more complex cases and contributing to continuous improvement initiatives.

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