Customer support associate

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

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).

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.