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.