Customer Support Agent

Location

London

Full time

Customer Experience

Reduce inequity by helping immigrants move money home, and become the leading cross‑border fintech for emerging markets.

Founded by Harvard grads / 3rd‑time founders — also founded Segovia (successful exit) and Give Directly (>300M revenue, fastest‑growing NGO).

Top performers from top and varied organizations (e.g., Bain, Bolt, Google, McKinsey, Safe Boda, Uber, Zipline) — we like moving fast, and we hire people that do as well.

Driven by mission, guided by values (see below) – in deed, not just word.

Team as global as the mission, >30 languages from 25 countries (i.e., if you’re interested in learning to make Chicken Moambe, we’re the place).

Taptap Send is backed by top VCs (Spark, Canaan, Reid Hoffman, Breyer Capital, etc.), rapidly growing and a great place for those looking for both impact and a fast‑paced tech startup environment. Read more about the journey in Reid Hoffman’s words or Tech Crunch article. Launched in 2019, Taptap is tapping into a transformative shift in global finance: from banks to phones.

While this has affected wealthier countries as well, it has been nothing short of a revolution for the emerging markets where the overwhelming majority of population had been unable to access digital finance previously. Taptap Send allows immigrants to send money home instantly and with no fee, saving money in the process. With a formal market size of >700B alone, we’ve got a lot more saving to do for our users.

Our mission is to reduce inequity by helping immigrants move money home, and become the leading cross‑border fintech for emerging markets. And that’s just the beginning.

* We charge fees for transfers on fixed exchange rate corridors (e.g., XOF, XAF).

Spark Capital, Canaan, Reid Hoffman, Breyer Capital (Jim Breyer), Unbound (Shravin Mittal), Wamda (Fadi Ghandour), First minute Capital, Slow Ventures (Sam Lessin), Helios Partners (Souleymane Ba), Crossbeam Ventures (Ali Hamed), Nikesh Arora, Samih Toukan, and many other context‑specific angels.

As a Customer Support Agent at Taptap Send, you’ll be the first point of contact for our customers — helping them resolve issues quickly and effectively while delivering an excellent support experience. This is a development‑focused role: as you gain experience and demonstrate strong performance, you’ll have the opportunity to progress into a Tier 2 / Escalation Agent position, handling more complex and sensitive cases.

• 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

• 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

• Experience in a fast‑paced work environment
• Knowledge of payments, refunds, or transaction‑related issues
• Familiarity with the money transfer or fintech industry
• Proven ability to de‑escalate challenging situations

This position offers a clear path for professional advancement. Agents who demonstrate excellence in customer satisfaction, communication quality, and process adherence will have the opportunity to move into a Tier 2 / Escalation role, where they’ll take on…