Customer Support Specialist I - FinTech (Fully Remote)

XTRM Inc.

1d • Remote

About The Position

Xtrm is a global FinTech payments company that has developed a next-generation platform and an embedded payment API. This platform is designed around an intelligent wallet architecture, enabling businesses to receive, manage, exchange, and send money worldwide. Xtrm operates with a fully distributed team across multiple countries and is a high-growth company serving over 25,000 customers globally. The Customer Success Specialist is a vital part of Xtrm's support model, reporting to the Director of Operations. This role serves as the primary contact for all customer and partner support inquiries. Responsibilities include identifying solutions, assisting users with system functionality through various communication channels (email, messaging, web conferencing, chatbot, phone), and managing investigations requested by banking partners to prevent delays. The ultimate goal is to resolve all open customer tickets and ensure a positive user experience.

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.

Nice To Haves

• 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

Responsibilities

• Respond promptly to customer support tickets in accordance with 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED