Customer Support Agent at Taptap Send

London, England, United Kingdom

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

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

Responsibilities

Provide timely, accurate, and empathetic support to customers via chat, email, and phone
Resolve common customer issues efficiently, following internal processes and SLAs
Accurately document customer interactions and resolutions
Escalate complex or sensitive cases to the Tier 2 / Escalation team following defined procedures
Collaborate closely with other agents and internal teams to ensure customer satisfaction
Identify recurring issues and flag potential improvements to processes or tools
Keep up to date with product features, policy updates, and process changes
Participate in training sessions and actively develop skills needed for Tier 2 / Escalation responsibilities

Skills

Key technologies and capabilities for this role

Customer SupportMultilingualFintechCross-border PaymentsEmerging Markets

Questions & Answers

Common questions about this position

What career growth opportunities are available for Customer Support Agents?

This is a development-focused role where strong performers can progress into a Tier 2 / Escalation Agent position, handling more complex and sensitive cases.

What does the team at Taptap Send look like?

The team is founded by Harvard grads and 3rd-time founders, includes top performers from organizations like Bain, Google, and Uber, is global with over 30 languages from 25 countries, and values moving fast while being driven by mission.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What skills are needed to succeed as a Customer Support Agent?

Key skills include providing timely, accurate, and empathetic support, resolving issues efficiently while following processes and SLAs, accurately documenting interactions, escalating complex cases, collaborating with teams, and identifying recurring issues.

What is the salary or compensation for this role?

This information is not specified in the job description.

Taptap Send

Facilitates cross-border mobile money transfers

About Taptap Send

Taptap Send facilitates mobile money transfers across borders, primarily targeting individuals in the UK, EU, US, Canada, and UAE who wish to send money to family and friends in Africa, Asia, the Caribbean, and Latin America. Users can complete transactions easily by providing the recipient's name and mobile number, allowing funds to be deposited instantly into the recipient's mobile money wallet. This process eliminates the need for physical visits to money transfer agents and significantly reduces waiting times for recipients. Taptap Send operates in the remittance market, generating revenue through transaction fees and favorable exchange rates, making it a cost-effective alternative to traditional money transfer services. The company's goal is to provide a fast, secure, and affordable way to send money internationally, using technology to simplify the transfer process.

New York City, New YorkHeadquarters

2018Year Founded

$76.3MTotal Funding

SERIES_BCompany Stage

Fintech, Financial ServicesIndustries

201-500Employees

Benefits

Health Insurance

401(k) Retirement Plan

Company Equity

Professional Development Budget

Risks

Regulatory compliance issues in Ghana could disrupt operations in other countries.

The introduction of 'Charities' may divert focus from core remittance services.

Reliance on transaction fees and exchange rates is threatened by competitors offering lower fees.

Differentiation

Taptap Send offers instant deposits into mobile wallets, enhancing user convenience.

The platform focuses on underserved markets, providing financial inclusion opportunities.

Taptap Send's user-friendly interface requires only a recipient's name and mobile number.

Upsides

Increased smartphone penetration in Africa and Asia expands Taptap Send's potential user base.

The global remittance market is projected to grow, boosting demand for Taptap Send's services.

Partnerships with platforms like CompareRemit broaden Taptap Send's audience and transparency.

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