Merchant Support Specialist — Remote, AI Tools

Assistant Launch; United States; Remote; USD 28,000 - 41,000; Full time

Benefits offered by this job

Weekly pay

Paid vacation and holidays

Health and learning stipends

Access to AI training and tools

Clear paths to advancement

Fully remote

Job summary

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 will own merchant support tickets from first reply to resolution, troubleshoot issues, and communicate clearly via written and spoken channels. Fully remote with weekly pay, health and learning stipends, and clear paths to advancement.

Qualifications

• Direct customer support experience owning tickets end-to-end.
• Excellent written English and confidence handling merchant calls.
• Sound judgment for when to solve vs escalate and how to set expectations.
• Comfort supporting high-risk merchants (CBD, hemp, cannabis) professionally.
• AI literacy and daily use of AI tools in work.

Responsibilities

• Own P3/P4 ticket queue in Pylon from first reply to resolution.
• Troubleshoot merchant issues including transaction lookups and payment questions.
• Send merchants the right forms, documentation and policies and explain them clearly.
• Handle ~75% written work (tickets, email, chat) and ~25% phone calls.
• Escalate complex integration issues early and ramp up over time.
• Document recurring issues to help the team resolve faster.
• Use AI tools daily to draft replies and research issues.

Skills

Customer support experience

Written English

AI literacy

US Central hours availability

Tools

Pylon ticketing system

Job 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 will own merchant support tickets from first reply to resolution, troubleshoot issues, and communicate clearly via written and spoken channels. Fully remote with weekly pay, health and learning stipends, and clear paths to advancement.