Premium Support Account Manager
New
J
JobgetherSocial discovery
Based in IndiaFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- English proficiency at B2 level or above
- Experience
- At least 2 years of experience in customer support, account management, sales, customer success, or a related customer-facing role.
- Required Skills
- Written communicationCustomer SuccessZendeskAccount ManagementActive listeningCustomer support
Requirements
- Have at least 2 years of experience in customer support, account management, sales, customer success, or a related customer-facing role.
- Have English proficiency at B2 level or above.
- Demonstrate strong written communication, including the ability to personalize messages and create clear calls to action.
- Be confident participating in phone calls.
- Explain complex topics clearly and concisely to customers with different levels of technical knowledge.
- Use active listening and objection-handling skills across chat and phone conversations.
- Take ownership of cases and find practical solutions.
- Work independently in a remote environment while maintaining high service standards and accountability.
- Be willing to work evening shifts from 4:00 PM to midnight on a five-day-on, two-day-off schedule.
- Experience supporting premium, VIP, or other high-value customers is valued.
- Experience with customers in Western markets, particularly the United States, Canada, or Europe, is preferred.
- Familiarity with Zendesk or similar customer support platforms is preferred.
- Experience using AI tools or automation to improve customer support workflows is preferred.
Responsibilities
- Build and maintain long-term relationships with an assigned portfolio of premium users.
- Manage customer interactions from start to finish, resolving routine inquiries, complex support cases, and potential churn situations.
- Communicate with users through email, online chat, and phone calls.
- Use AI-powered tools and automation to reduce repetitive work.
- Write personalized messages with a natural tone and clear calls to action.
- Explain complex issues in accessible language and guide conversations toward clear objectives and appropriate solutions.
- Identify customer needs, feedback, and recurring issues, and share actionable insights with internal teams.
- Support customer retention by understanding user concerns and proactively improving satisfaction.
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