Premium Support Account Manager

Accountabilities:

As a Premium Support Account Manager, you will take end-to-end responsibility for the experience of your assigned premium users, building lasting relationships and ensuring their needs are addressed effectively.

• Build and maintain long-term relationships with a dedicated portfolio of premium users who rely on you as their primary point of contact.

• Manage customer interactions from start to finish, resolving routine inquiries, complex support cases, and situations where users are considering leaving the platform.

• Communicate independently with users through email, online chat, and phone calls, ensuring a personalized, responsive, and high-quality experience.

• Use AI-powered tools and automation to reduce repetitive work and focus on customer communication, problem-solving, and relationship management.

• Write engaging, personalized messages with a natural tone and clear calls to action that encourage meaningful customer responses.

• Explain complex issues in simple, accessible language without unnecessary technical jargon.

• Guide conversations toward clear objectives, address objections, and identify appropriate solutions across chat and phone interactions.

• Identify customer needs, feedback, and recurring issues, sharing actionable insights with internal teams to support product improvements and enhance the user experience.

• Support customer retention by understanding user concerns and proactively finding ways to improve satisfaction.

Requirements:

The ideal candidate has a strong background in customer-facing roles, excellent written English, and the ability to build trust with premium customers. You should be comfortable managing conversations independently, handling objections, and balancing customer satisfaction with business objectives.

• At least 2 years of experience in customer support, account management, sales, customer success, or a related customer-facing role.

• Experience supporting premium, VIP, or other high-value customers is highly valued.

• English proficiency at B2 level or above, with strong written communication skills and the confidence to participate in phone calls.

• Excellent writing skills, including the ability to personalize messages, maintain a natural conversational tone, and create clear calls to action.

• Ability to explain complex topics clearly and concisely to customers with different levels of technical knowledge.

• Strong communication, active listening, and objection-handling skills across chat and phone conversations.

• A customer-oriented mindset, with the ability to take ownership of cases and find practical solutions.

• Willingness to work evening shifts on a five-day-on, two-day-off schedule, from 4:00 PM to midnight.

• Ability to work independently in a remote environment while maintaining high standards of service and accountability.

Preferred Qualifications:

• Experience working with customers in Western markets, particularly the United States, Canada, or Europe.

• Familiarity with Zendesk or similar customer support platforms.

• Experience using AI tools or automation to improve customer support workflows.

Benefits:

• Fully remote work arrangement.

• Full-time employment.

• Opportunity to work with AI-powered tools and automation in customer support.

• Direct involvement in improving the customer experience and influencing product development through customer feedback.

• Opportunity to build long-term relationships with premium users in an international environment.