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 DoOwn the P3 and P4 ticket queue in Pylon, taking each merchant issue from first reply to resolutionTroubleshoot merchant issues, including transaction lookups and payment questionsSend merchants the right forms, documentation and bank policies, and explain them clearlyHandle about 75% of your work in writing (tickets, email, chat) and about 25% on the phone with merchantsEscalate 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 efficientlyRequirementsWhat You BringDirect customer support experience, ideally owning tickets end to end in a ticketing systemExcellent written English, plus confidence handling merchant calls on the phoneSound judgment: you know when to solve, when ... Click Apply to read the full job description.