Customer Support Associate

New

Colombia. Argentina. Peru. Costa Rica. Ecuador. Brazil, US Central hoursFull-Time

Salary not disclosed

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Job Details

Have direct customer support experience.
Ideally have owned tickets end to end in a ticketing system.
Have excellent written English.
Be confident handling merchant calls on the phone.
Use sound judgment to solve issues, escalate, and set expectations.
Be comfortable supporting high-risk merchants, including CBD, hemp, and cannabis businesses.
Use AI tools in daily work and continue learning.
Be available to start by November 16, 2026.
Be available to work US Central hours.
Be available to work four hours on Saturday; this is negotiable.

Own the P3 and P4 ticket queue in Pylon, taking merchant issues from first reply to resolution.
Troubleshoot merchant issues, including transaction lookups and payment questions.
Send merchants forms, documentation, and bank policies, and explain them clearly.
Handle support through tickets, email, and chat, as well as phone calls with merchants.
Escalate complex integration issues initially and take on more as you ramp up.
Document recurring issues and answers so the team can resolve them faster.
Use AI tools to draft replies, research issues, and work through the queue.

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