{"id":3363468,"url":"https://alion.io/job/assistant-launch-customer-support-associate","title":"Customer Support Associate","company":{"id":97735,"name":"Assistant Launch","domain":"assistantlaunch.com","url":"https://alion.io/company/assistant-launch","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":true,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["AR","BR","CO","CR","EC","PE"],"hiring_countries_total":6,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T22:09:58Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T18:51:59Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nWhat You'll Do\nOwn the P3 and P4 ticket queue in Pylon, taking each merchant issue from first reply to resolution\nTroubleshoot merchant issues, including transaction lookups and payment questions\nSend merchants the right forms, documentation and bank policies, and explain them clearly\nHandle about 75% of your work in writing (tickets, email, chat) and about 25% on the phone with merchants\nEscalate complex integration issues at first, then take on more of them as you ramp up.\nDocument recurring issues and answers so the team resolves them faster next time.\nUse AI tools daily to draft replies, research issues and work through the queue efficiently\nRequirements\nWhat You Bring\nDirect customer support experience, ideally owning tickets end to end in a ticketing system\nExcellent written English, plus confidence handling merchant calls on the phone\nSound judgment: you know when to solve, when to escalate and how to set expectations\nComfortable supporting high-risk merchants (CBD, hemp, cannabis and similar), professionally and without hesitation\nAI literacy: you already use AI tools in your daily work and keep learning,\nAvailable to start by November 16, 2026, and to work US Central hours. Availability to work 4 hours during saturday (negotiable).\nBenefits\nFully remote\nWeekly pay.\nPaid vacation and holidays\nHealth and learning stipends\nAccess to AI training and tools\nClear paths to advancement\nThis Role Isn't for Everyone\nThis is not a role for someone who simply wants to clock in and clock out. 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