Premium Support Account Manager

About the role

We are looking for a Premium Support Account Manager to join a global, remote team that builds social discovery platforms used by millions worldwide. In this role you will own relationships with a dedicated portfolio of premium users, delivering personalized support across email, live chat and phone while leveraging AI‑powered tools to streamline routine tasks.

Key responsibilities

• Build and maintain long‑term relationships with premium users, acting as their primary point of contact.
• Handle customer interactions from start to finish, resolving routine inquiries, complex cases and retention challenges.
• Communicate independently via email, chat and phone, providing clear, personalized responses.
• Use AI tools and automation to reduce repetitive work and focus on problem‑solving.
• Gather customer feedback, identify recurring issues and share actionable insights with internal product teams.

Required profile

• Minimum 2 years experience in customer support, account management, sales or customer success.
• Experience supporting premium or VIP customers is highly valued.
• Strong written English (B2 or above) and confidence to conduct phone calls.
• Ability to work evening shifts (4 PM‑midnight) on a five‑day‑on, two‑day‑off schedule.
• Self‑motivated and able to work independently in a remote environment.

Required skills

• Zendesk or similar customer support platform.

What we offer

• Fully remote, full‑time employment.
• Opportunity to work with AI‑powered tools and automation.
• Direct involvement in improving customer experience and influencing product development.
• International environment with premium users.