{"id":2002253,"url":"https://alion.io/job/aghanim-customer-support-specialist-latam","title":"Customer Support Specialist (LATAM)","company":{"id":668944,"name":"Aghanim","domain":"aghanim.com","url":"https://alion.io/company/aghanim","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":24,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":70,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-10-07T11:36:23Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-24T18:42:12Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":16},"description":"Aghanim is an integrated commerce, liveops automation, community engagement, and payments platform for video games.\nMobile games have traditionally depended on app stores for distribution, payments, and player relationships. We believe there is a better way. Aghanim helps game studios build direct relationships with players, sell directly, and build their future on their own terms. Today, more than 100 games worldwide are already building this future with Aghanim.\nOur team brings together people across Los Angeles, New York, Seoul, Beijing, London, Lisbon, Belgrade and other locations around the globe, with deep expertise in gaming, fintech and technology. We move quickly, keep communication direct, and focus on getting things done. We believe the best people thrive when they have autonomy, ownership, and a stake in the company's success.\nWe are looking for a Customer Support Specialist to support players using a global payments platform built for mobile games. This role focuses on resolving complex payment and account issues, ensuring a high standard of user communication, and maintaining the reliability of critical customer-facing workflows.\nYou will investigate issues that extend beyond standard support - validating payment flows, identifying root causes, and coordinating with Product, Engineering, and Payments teams to drive resolution. Your work will directly influence both user experience and the stability of our platform.\nKey Responsibilities\nUser Support and Issue Resolution\nProvide timely and professional support to players regarding payments, accounts, and platform usage\n\nInvestigate complex payment and account issues beyond automated support\n\nValidate payment status, identify root causes, and coordinate resolution with internal teams\n\nDistinguish between payment issues, product defects, and game-related inquiries\n\nTicket Management\nManage incoming requests and ensure SLA compliance\n\nMaintain clear and consistent communication throughout the lifecycle of each case\n\nPrioritize and escalate issues with the appropriate context and supporting information\n\nMonitoring and Continuous Improvement\nIdentify recurring issues and report trends affecting product, payments, or user experience\n\nCollaborate with Product, Engineering, and Payments teams to improve support processes and reduce recurring issues\n\nContribute to scaling support operations through process improvements and automation\n\nRequired Qualifications\nExperience in customer support, technical support, user operations, or a similar customer-facing role\n\nExcellent written and spoken English with clear, professional communication skills\n\nStrong analytical and problem-solving skills with attention to detail and process discipline\n\nAbility to explain technical or operational issues in a simple, user-friendly way\n\nAbility to work in a shift-based or flexible schedule\n\nPreferred Qualifications\nExperience in gaming, mobile applications, or digital products\n\nExperience in payments, fintech, or banking operations\n\nFamiliarity with customer support platforms such as Zendesk or Intercom\n\nUnderstanding of payment flows, transaction lifecycles, and common payment issues\n\nWhy Join Us\nWorld-class team - work alongside experienced professionals from around the globe who have built products used by millions of players\n\nHigh growth, high impact - be part of a fast-growing company where ideas turn into products and reach customers in days, not months\n\nAutonomy and ownership - we trust people to make decisions, take initiative, and drive results\n\nModern tools and technology - use AI, automation, and modern tools as part of your everyday work\n\nEquity - participate in the company's growth and long-term success","description_format":"text","description_chars":3715,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity","Flexible 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