Customer Service Merchant Support Representative

About the role

We are looking for 2‑3 Customer Support Representatives to join our merchant support team. In this individual contributor role you will handle inbound merchant inquiries via chat, Slack and email, providing clear written communication and escalating when necessary.

Key responsibilities

• Respond to and triage merchant issues received through chat, Slack and email.
• Resolve issues independently and escalate complex cases cleanly.
• Maintain high‑quality written communication with US‑based merchants.
• Utilise AI tools (e.g., Claude, ChatGPT) to draft responses, diagnose problems and accelerate resolutions.
• Work within US Central business hours while based in Mexico.

Required profile

• High‑agency, self‑directed problem solver who picks up context quickly.
• Strong written English for merchant‑facing communication.
• Experience in platform or marketplace customer support (e.g., Uber, Grab, Shopee, DoorDash).
• Comfortable using modern support tools such as Intercom.
• Based in Mexico with availability overlapping US Central hours.

Required skills

• Intercom (or similar support platform)
• Slack
• AI tools – Claude, ChatGPT or comparable