# Customer Support Associate — Paasa
We’re looking for someone who cares deeply about customer experience, moves fast, and notices the small things others miss.
At Paasa, customers trust us with global investing, cross-border money movement, tax reporting, and high-value portfolios. Support is not a back-office role here — it is a core part of the product experience.
## What you’ll do
* Manage customer conversations across Intercom, email, WhatsApp, and calls
* Resolve support tickets with speed, clarity, and empathy
* Work closely with operations, engineering, and advisory teams to troubleshoot issues
* Help customers with onboarding, remittances, deposits, withdrawals, tax reports, and platform navigation
* Escalate bugs and operational issues with detailed documentation and reproduction steps
* Maintain high-quality internal documentation and FAQs
* Identify patterns in customer feedback and proactively improve workflows
* Support HNI and global investing customers with professionalism and precision
* Ensure SLAs and response quality standards are consistently met
## What we’re looking for
* Extremely high attention to detail
* Strong written and verbal communication skills
* Clear, concise, and professional communication style
* Ability to stay calm under pressure and handle sensitive customer situations
* Familiarity with tools like Intercom, Slack, Notion, Google Sheets, and CRMs/support tooling
* Comfortable working with structured processes and operational checklists
* Strong ownership mindset — you follow through until things are resolved
* Ability to work in a fast-moving startup environment
## Bonus points if you have
* Experience in fintech, wealth management, brokerage, or banking operations
* Familiarity with global investing workflows
* Understanding of remittances, tax reporting, or brokerage operations
* Experience supporting HNI customers
* Experience creating SOPs and operational documentation
## What success looks like
* Customers feel supported, informed, and confident using Paasa
* Fast response and resolution times
* Exceptionally accurate communication and operations handling
* Clear escalation and coordination across teams
* Continuous improvement in support quality and customer satisfaction
## Location
Gurgaon (remote or hybrid)
##
Visa sponsorship is not available for this role.
