Customer support agent (Fintech industry)

🟠 About Influx

Influx provides customer service for brands and tech companies on demand, 24/7, every day of the year (including holidays). To achieve this, our operation consists of agents and managers working around the globe to achieve the company's objectives. Learn more about us

👥 About the Client

Our client is a global fintech platform offering secure, fast, and seamless cross-border payment solutions. Their product enables users to move funds easily across digital services worldwide.

🎯 Role Overview

We are looking for English-speaking Digital Agents to support a high-volume customer support operation.

You will handle email-based inquiries, verify financial and KYC documentation, and ensure fast, accurate resolution of user issues in a fintech environment.

The ideal candidate is detail-oriented, analytical, and comfortable working with financial data and sensitive information.

🛠️ Key Responsibilities

• Respond to customer inquiries via email 📧
• Analyze documents (proof of payment, transfers, bank statements)
• Verify KYC documentation
• Investigate issues using internal processor tools
• Coordinate with relevant teams for resolution
• Manually approve payments when required

⚡ Service Level Agreement

• First Response Time: < 3 minutes
• Resolution Time: < 30 minutes
• QA Score: > 90%

🔍 Top Issues You’ll Handle

• Transaction issues (pending/rejected payments, withdrawals)
• Promotions
• KYC verification
• Account access issues

✅ Must-Have Qualifications

• Strong English communication skills
• Experience in customer support (fintech is a plus)
• High attention to detail and analytical mindset
• Comfortable handling financial data
• Proactive, adaptable, and a team player
• Fast learner with ability to adapt to new tools
• Able to work under pressure and handle challenging customer interactions.

💻 Technical Requirements (BYOD)

• Minimum 15 Mbps internet connection
• i5 processor (or equivalent)
• Minimum 8GB RAM
• Backup solution (mobile data or alternative workspace)

✨ Why Join Influx?

• Work with a global, diverse team
• Gain experience in the fintech industry
• Collaborate with innovative digital payment platforms
• Be part of a fast-growing company with career growth opportunities
• Work from home

⚠️ Important Notes

• This role requires handling sensitive financial data and user-submitted content
• Strong professionalism, confidentiality, and emotional resilience are required
• Minimum 1-year commitment expected

🚨 Content & Industry Disclaimer

This role supports a fintech platform whose services may be used in gambling-related ecosystems. While agents do not directly engage in gambling activities, you may encounter users or transactions linked to this context.