Customer Support Specialist I – FinTech

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XTRM Inc.

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

🔌 API

📋 Compliance

Fintech • API • Compliance

XTRM Inc. is a global payment solutions company that offers a comprehensive and intelligent way to manage and execute payments. Their platform, designed for both businesses and developers, allows for secure, streamlined payments and financial management across multiple currencies and geographies. With over 25,000 corporate clients, XTRM provides services such as incentives, accounts payables, and contractor payments. The company’s robust API and compliance protocols ensure seamless integration and adherence to global tax and security standards. XTRM is partnered with Corpay to offer international payment and risk management solutions.

📋 Description

• 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.

🎯 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. • 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.