Customer Excellence Assistant

As  a  Customer Execellence Assistant, 

You’ll be on the front line speaking directly with users—listening, asking smart questions, and resolving their problems end-to-end.

The mission is problem resolution: investigate incidents, fix root causes, and prevent repeats as we move from “answering tickets” to resolving problems.

Key responsibilities

You’ll be on the front line speaking directly with users—listening, asking smart questions, and resolving their problems end-to-end. You’ll own the full Understand → Fix → Confirm loop for user problems

• Talk to users, directly: Listen first, ask only what’s essential, confirm understanding.
• Understand and diagnose the problem: Pull context from the conversation; Frame a clear problem statement and hypothesis. Validate the hypothesis, pinpoint the failure point, and tag it correctly (taxonomy).
• Resolve end-to-end: Investigate, fix, and verify the outcome with the user. Apply the right playbook/workaround; when needed, coordinate with L2/Product/IT/Fraud and execute the solution.
• Communicate clearly: Explain the user the solution. Give the user any next actions (step-by-step) and expected timelines.
• Spot patterns & drive root causes: Identify recurring issues, propose root-cause fixes, and turn learnings into bot intents, macros, or KB updates.
• Measure & improve: Track time-to-resolution, CSAT, re-open rate, First response time.

What We're Looking For?

Ideal for early-career builders who want to understand users, solve real problems, and shape better solutions, not just answer customer problems

• Builder/owner mindset: turn vague issues into clear actions and measurable fixes.
• Product-curious systems thinker: learn AstroPay problems end-to-end
• Analytical problem-solver: understand issues, read dashboards/logs, form and test hypotheses.
• Clear, empathetic communicator in English (Spanish & Portuguese is a plus).
• Process-disciplined: document findings, improve playbooks/KB, feed learnings back to the bot.
• Collaborative: work with Product, IT, Fraud, and Ops; escalate with full context and expected outcome.