Customer Support Associate - Merchant Support

About the role

A fast-growing payments company serving high-standard merchants is hiring a Customer Support Associate. You will own merchant support tickets from first reply to resolution, keeping merchants unblocked and payments moving. The role is fully remote and pays weekly.

Key responsibilities

• 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
• 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

Required profile

• 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: knowing when to solve, when to escalate and how to set expectations
• AI literacy: using AI tools in daily work and keeping learning
• Availability to start by November 16, 2026, and to work US Central hours; availability to work 4 hours on Saturday (negotiable)

What we offer

• Fully remote work
• Weekly pay
• Paid vacation and holidays
• Health and learning stipends
• Access to AI training and tools
• Clear paths to advancement