Customer Support Associate

As a Premium Accounts Manager, you will be part of an exclusive team that delivers high-level support to our Premium members. This is not a standard customer service role—our Premium team serves as both trusted advisors and dedicated account managers, ensuring a seamless, personalized, and exceptional member experience at every interaction.

* Provide high-touch, tailored support to Premium members primarily over phone, with additional interactions via chat and email when required. * Manage complex and sensitive cases with ownership, accuracy, and a solutions-first mindset. * Deliver a 5-star experience aligned with Premium standards, measured by CSAT, TPH, and QA excellence. * Build long-term relationships with members by demonstrating in-depth product and process knowledge and anticipating their needs. * Serve as a knowledge hub and mentor for colleagues, sharing expertise and guiding new joiners through best practices * Contribute to the continuous improvement of Premium processes by sharing feedback, identifying gaps, and helping shape workflows. * Stay aligned with industry trends and member expectations to reinforce Premium as a supreme-class service offering. * Work flexible shifts (including weekends and holidays) while maintaining top-level performance and professionalism.

* Min. 3 years of experience in premium support, account management, or client-facing roles where service excellence is/was a priority. * Strong problem-solving skills with the ability to navigate complex cases and think beyond standard procedures. * Exceptional communication skills (written and verbal) with near-native or native-level English. * High attention to detail and ability to manage multiple tasks while maintaining top-class service standards. * A proactive, empathetic, and professional attitude that represents our Premium brand promise. * Proven ability to work collaboratively in a high-performance environment.

It would be considered as an asset if you have: * Background in FinTech, SaaS, or fast-paced technology companies. * Experience with membership-based services or subscription models. * Exposure to analytics or reporting, enabling insights into member behavior and engagement.

* Self & Family Health Insurance * Term & Life Insurance * OPD Benefits * Mental wellbeing through Plumm * Learning & Development Budget * WFH Setup allowance * Family & Friendly Leaves