Assistant Launch connects top LATAM talent with US-based founders and executives. We're hiring a Customer Support Associate for a fast-growing payments company that serves high-standard merchants. You'll own merchant support tickets from first reply to resolution, keeping merchants unblocked and payments moving.
What You'll Do
- Own the P3 and P4 ticket queue in Pylon, taking each merchant issue from first reply to resolution
- Troubleshoot merchant issues, including transaction lookups and payment questions
- Send merchants the right forms, documentation and bank policies, and explain them clearly
- Handle about 75% of your work in writing (tickets, email, chat) and about 25% on the phone with merchants
- Escalate complex integration issues at first, then take on more of them as you ramp up.
- Document recurring issues and answers so the team resolves them faster next time.
- Use AI tools daily to draft replies, research issues and work through the queue efficiently
Requirements
What You Bring
- Direct customer support experience, ideally owning tickets end to end in a ticketing system
- Excellent written English, plus confidence handling merchant calls on the phone
- Sound judgment: you know when to solve, when to escalate and how to set expectations
- Comfortable supporting high-risk merchants (CBD, hemp, cannabis and similar), professionally and without hesitation
- AI literacy: you already use AI tools in your daily work and keep learning,
- Available to start by November 16, 2026, and to work US Central hours. Availability to work 4 hours during saturday (negotiable).
Benefits
- Fully remote
- Weekly pay.
- Paid vacation and holidays
- Health and learning stipends
- Access to AI training and tools
- Clear paths to advancement
This Role Isn't for Everyone
This is not a role for someone who simply wants to clock in and clock out. It’s for professionals who want to build a long-term career, work with clients who respect and value their contribution, and grow within a team that is committed to developing the future of this role.