Customer Support Associate

About the role

Assistant Launch connects LATAM talent with US-based founders and executives. It is hiring a Customer Support Associate for a fast-growing payments company serving high-standard merchants. The role is fully remote and covers merchant support tickets from first reply to resolution, keeping merchants unblocked and payments moving.

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 the 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 and confidence handling merchant calls on the phone
• Sound judgment: knowing when to solve, when to escalate and how to set expectations
• Comfortable supporting high-risk merchants (CBD, hemp, cannabis and similar) professionally
• AI literacy: using AI tools in daily work and keeping learning
• Availability to start by November 16, 2026 and to work US Central hours, including 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