Customer Support Specialist (LATAM)

Location: LATAM Aghanim is an integrated commerce, liveops automation, community engagement, and payments platform for video games.   Mobile 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.   Our 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. [https://app.ashbyhq.com/api/images/user-content/4f457f07-466b-477b-b552-fbbabd850111/2de3a7cd-8843-41a9-8bbe-ceb897a42c4a/Logo%20(horizontal).svg] We 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. You 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.   KEY RESPONSIBILITIES User Support and Issue Resolution - Provide timely and professional support to players regarding payments, accounts, and platform usage - Investigate complex payment and account issues beyond automated support - Validate payment status, identify root causes, and coordinate resolution with internal teams - Distinguish between payment issues, product defects, and game-related inquiries Ticket Management - Manage incoming requests and ensure SLA compliance - Maintain clear and consistent communication throughout the lifecycle of each case - Prioritize and escalate issues with the appropriate context and supporting information Monitoring and Continuous Improvement - Identify recurring issues and report trends affecting product, payments, or user experience - Collaborate with Product, Engineering, and Payments teams to improve support processes and reduce recurring issues - Contribute to scaling support operations through process improvements and automation REQUIRED QUALIFICATIONS - Experience in customer support, technical support, user operations, or a similar customer-facing role - Excellent written and spoken English with clear, professional communication skills - Strong analytical and problem-solving skills with attention to detail and process discipline - Ability to explain technical or operational issues in a simple, user-friendly way - Ability to work in a shift-based or flexible schedule PREFERRED QUALIFICATIONS - Experience in gaming, mobile applications, or digital products - Experience in payments, fintech, or banking operations - Familiarity with customer support platforms such as Zendesk or Intercom - Understanding of payment flows, transaction lifecycles, and common payment issues WHY JOIN US - World-class team – work alongside experienced professionals from around the globe who have built products used by millions of players - High growth, high impact – be part of a fast-growing company where ideas turn into products and reach customers in days, not months - Autonomy and ownership – we trust people to make decisions, take initiative, and drive results - Modern tools and technology – use AI, automation, and modern tools as part of your everyday work - Equity – participate in the company's growth and long-term success