Payment & Customer Support Specialist in TECLA

Tecla is a fully remote software development company with a diverse and highly skilled team of 100+ experts across Latin America. We specialize in AI, cloud, automation, and DevOps, building innovative solutions for high-growth startups and established mid-market technology companies in the U.S.

Our work culture is agile, collaborative, and fast-paced—we take our work seriously while keeping the environment fun and engaging. As a remote-first company, we emphasize strong teamwork and close collaboration, working seamlessly with our U.S. partners as one integrated unit. Whether optimizing cloud environments, developing AI-driven applications, or enhancing DevOps automation, Tecla is at the forefront of technical innovation, solving complex challenges with cutting-edge technology.

Opportunity published on Get on Board.

Customer Support

• Be the go-to support team member for players across all our games; quickly evaluate and resolve common issues like refund requests, transaction questions, and reward inquiries.
• Become an expert on the games we support, and spend time playing them and exploring web shops; turn frustrated players into happy players through strong game-specific knowledge and clear communication.
• Monitor all customer touchpoints (email, recorded voicemail messages) and respond promptly via the customer support tool, Intercom.
• Escalate technical issues appropriately, with manager approval.
• Create and maintain detailed documentation for internal customer service best practices.
• Prepare brief weekly customer service reports with key metrics including median response times and time to close.

Payment Operations Guardian

• Monitor transactions and identify unusual patterns that could indicate bugs or fraud.
• Become proficient with the Adyen payment processing platform, including integration and specific payment method troubleshooting.
• Work with our payments team to manage payment disputes by reaching out to customers and preparing responses ahead of deadlines.
• Collaborate on compliance efforts, including VAT/sales tax filings and other administrative tasks for legal entities.
• Support and improve Know Your Customer (KYC) verification processes, ensuring all documentation meets regulatory requirements and is processed efficiently.