Customer Support Agent

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