Premium Support Account Manager

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Establish and nurture long-term relationships with a premium user base.

• Provide comprehensive support to users by addressing daily inquiries, managing complex cases, and handling situations when a user intends to leave the product.

• Independently communicate via email, online chats, and phone calls.

• Ensure a high-quality experience for your user base.

• Collaborate with AI and automation tools to reduce routine tasks.

• Relay user insights to the product team and contribute to enhancing the user experience.

⛳️ Requirements

• English proficiency at B2 level: writing as the primary work tool, speaking for phone calls.

• A minimum of 2 years of experience in customer-facing roles such as support, account management, sales, or customer success.

• Experience with the premium/VIP segment or valuable clients is preferred.

• Ability to craft personalized communications with a conversational tone and a clear call to action.

• Skill in explaining complex concepts in simple terms, avoiding unnecessary technical jargon.

• Capability to maintain the focus of conversations in calls and chats while addressing objections.

• Willingness to work evening shifts on a 5/2 schedule, from 16:00 to 00:00.

• Experience with Zendesk or similar tools is an advantage.

• Familiarity with Western markets (USA, Canada, Europe) is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional growth and development.

• Supportive work environment with a focus on work-life balance.

• Access to the latest tools and technologies to enhance productivity.