Full-time Permanent Associate Posted 30 Sep 2026 The Customer Experience Representative plays a critical role in delivering an exceptional customer experience. More than just solving problems, this role is about creating meaningful, positive interactions, bringing energy, empathy, and a solutions-focused mindset to every customer touchpoint. You will take ownership of each interaction, ensuring customers feel heard, supported, and confident in our services, while consistently delivering best-in-class service.

Shifts: The job will begin with 3 months of in-office training, from 9am - 5pm. Following the training, the regular working shifts will be ‘Morning’ (9am - 5pm), ‘Afternoon’ (4pm - 12am) and ‘Night’ (12am - 8am). Serve as a primary point of contact for customer and merchant inquiries via email, live chat, and phone support, delivering timely, accurate, and professional assistance.

Troubleshoot and resolve customer issues related to transactions, payouts, refunds, and platform usage. Manage and de-escalate complex or sensitive customer situations with empathy, professionalism, and sound judgment. Accurately document all interactions, ensuring clear, detailed, and compliant records within CRM and support tools (Freshdesk, Jira, etc.).

Monitor trends in customer inquiries and identify recurring issues to support root cause analysis and process improvement. Contribute to the development and maintenance of knowledge base content, SOPs, and self-service resources. Leverage dashboards and reporting tools to track performance, identify insights, and improve customer experience outcomes.

Support a 24/7 service environment by participating in rotating shifts, including evenings, nights, and on-call coverage as required. Continuously build product and process knowledge to provide informed, efficient, and high-quality support.





Customer Support Experience: Experience in fintech, banking, e-commerce, or another high-volume transactional workplace is considered a strong asset. Proven background in customer-facing roles, with a focus on resolving issues, managing escalations, and delivering a consistent and positive customer journey. Demonstrates a proactive approach to customer engagement, feedback collection, and long-term satisfaction.

Familiarity with NATO phonetic alphabet to ensure clarity and accuracy during phone communication and documentation.

Technical Proficiency: Proficient with web-based applications, CRM tools, and Microsoft Office Suite (Word, Excel, Outlook), as well as communication and support platforms including Slack, Freshdesk, and Jira. Able to quickly adapt to new software, tools, and systems. Comfortable working with structured data, with familiarity in JSON, APIs, transaction IDs, request/response data, and query structures considered a strong asset.

Proficient in reading and creating flowcharts, and applying detailed reporting standards to support clear communication, root cause analysis, and process improvements. Demonstrates a proactive, overachiever attitude, with the ability to work flexible shifts, including days, evenings, and weekends available on call. Exposure to support environments with automated workflows, self-service content strategies, or knowledge base development.

Comfort with using data dashboards or analytics tools. Customer-first mindset with a focus on long-term experience, not just issue resolution. Proactive problem-solving and continuous improvement orientation.

Health & Wellness Spending Accounts. On-Site Gym + Fitness Membership Concessions.

Coffee

Bar with Barista + Unlimited Snacks.

At Space

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