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- Tasks: Help customers resolve issues and provide excellent support via chat, email, and phone.
- Company: Join Taptap Send, a fast-growing fintech startup on a mission to reduce inequity.
- Benefits: Opportunity for career advancement, inclusive culture, and a chance to make a real impact.
- Why this job: Be the first point of contact for customers and help transform global finance.
- Qualifications: 1+ years in customer support, strong communication skills, and a passion for helping others.
- Other info: Dynamic team with diverse backgrounds and a clear path for professional growth.
The predicted salary is between 24000 - 36000 £ per year.
Our Mission: Reduce inequity by helping immigrants move money home, and become the leading cross-border fintech for emerging markets.
The Team: Founded by Harvard grads and experienced founders, we are driven by mission and guided by values. Our team is global, speaking over 30 languages from 25 countries.
About Us: Taptap Send is backed by top VCs, rapidly growing, and offers a fast-paced tech startup environment. Launched in 2019, we enable immigrants to send money home instantly and with no fee, tapping into a transformative shift in global finance.
The Role: 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 role offers opportunities for progression into a Tier 2 / Escalation Agent position.
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.
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.
Nice to Have:
- 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.
Career Development: This position offers a clear path for professional advancement. Agents who demonstrate excellence in customer satisfaction will have the opportunity to move into a Tier 2 / Escalation role.
Taptap Values: Impact first, Team next, Accept reality, Propose solutions, Win with grit, Be proactively candid, Love the particular, Own it, Create positive energy.
Equal Opportunity: Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We encourage applications from underrepresented communities.
Customer Support Agent in City of London employer: Taptap Send
Contact Detail:
Taptap Send Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent in City of London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Taptap Send on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common customer support scenarios. Think about how you’d handle tricky situations with empathy and professionalism – it’s all about showing we can keep our cool under pressure!
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you’ve resolved customer issues in the past. We want to see that you can think on your feet and find solutions quickly.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show that we’re genuinely interested in the role. Plus, it’s a great chance to reiterate why we’d be a perfect fit!
We think you need these skills to ace Customer Support Agent in City of London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about helping customers and making a difference in their lives.
Tailor Your Experience: Make sure to highlight your relevant experience in customer support. We love seeing how your skills align with our mission and values, so don’t be shy about sharing specific examples!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make it easy for us to understand your qualifications and motivations.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Taptap Send
✨Know the Mission
Before your interview, take some time to really understand Taptap Send's mission of reducing inequity for immigrants. Be ready to discuss how you can contribute to this goal as a Customer Support Agent. Showing that you align with their values will definitely make a positive impression.
✨Showcase Your Communication Skills
As a Customer Support Agent, communication is key. Prepare examples from your past experiences where you effectively resolved customer issues. Practice articulating your thoughts clearly and empathetically, as this will demonstrate your ability to connect with customers.
✨Familiarise Yourself with the Product
Make sure you know the ins and outs of Taptap Send’s services. Understanding how the money transfer process works and being aware of common customer queries will help you answer questions confidently during the interview. It shows you're proactive and genuinely interested in the role.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific customer situations. Think about times you've de-escalated a challenging scenario or solved a complex problem. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your problem-solving skills.
