Customer Support Agent

Location: Casablanca 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 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. 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 - Banking customer support experience CAREER DEVELOPMENT 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 more complex cases and contribute to continuous improvement initiatives. About Us   We’re building the world’s leading cross-border fintech for emerging markets - empowering families, fuelling local economies, and changing how millions access financial services.   Since our launch in 2019, we have transformed how money moves across borders with our operations spanning 6 out of 7 continents and covering both the busiest and most underserved (remittance) corridors. We tapped into a massive shift - from banks to phones - bringing digital finance to places where traditional systems never reached. The next stage of growth will fuel a network of services and products especially designed to make money more accessible to diaspora communities including local cards, and additional savings and payments features.   We’re growing fast, backed by world-class investors, and scaling a product that blends real world impact with cutting edge fintech innovation.   Here’s a little more: - Founded by Harvard grads and 3-time founders who previously built Segovia (acquired) and GiveDirectly (>$300M revenue, fastest-growing NGO in the world) - Backed by top investors including Spark Capital, Canaan, Reid Hoffman, Breyer Capital, Unbound, Wamda, and more - Built by global top performers from Bain, Google, McKinsey, Uber, Checkout, Bolt, and beyond - we move fast, stay humble, and care deeply about our mission - Truly global team - 250+ people, 50+ nationalities, 50+ languages - Guided by our values - ownership, impact, humility, and heart - in deed, not just word   TAPTAP VALUES https://www.taptapsend.com/our-values Impact first Team next Accept reality Propose solutions Win with grit Be proactively candid, with yourself and others Love the particular Own it Create positive energy Maybe, even have fun   Taptap Send is an equal opportunity employer dedicated to building an inclusive and diverse workforce. All employment decisions are decided on the basis of qualifications, experience and business need. We strongly encourage applications who are members of underrepresented communities to apply. If you require reasonable adjustments to be made during the recruitment process, please do not hesitate to let us know. Any information you provide us in this respect will only be used to accommodate your requirements. Note: we recognize imposter syndrome is real - any candidate that does not perfectly fit every characteristic of this role is still strongly encouraged to apply.