Premium Support Account Manager

Job summary

You will manage a dedicated portfolio of premium users, providing personalized support and resolving complex cases via email, chat, and phone. Additionally, you will act as the voice of the customer by sharing actionable insights with internal teams to drive product improvements.

Job details

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Premium Support Account Manager based in Canada. Join a global, remote team building social discovery platforms used by millions of people worldwide. As a Premium Support Account Manager, you will own relationships with a dedicated portfolio of premium users, delivering personalized support and an exceptional customer experience. You will manage interactions across email, live chat, and phone, handling everyday requests, complex cases, and customer retention challenges. By combining strong communication skills with AI-powered tools and automation, you will streamline routine tasks and focus on meaningful customer relationships. You will also act as the voice of the customer, sharing valuable insights with internal teams to help improve products and user experiences. This role is ideal for a customer-focused professional who takes ownership, works toward measurable outcomes, and thrives in a fast-paced, performance-driven environment. \n 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. \n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1

What you’ll do

You will manage a dedicated portfolio of premium users, providing personalized support and resolving complex cases via email, chat, and phone. Additionally, you will act as the voice of the customer by sharing actionable insights with internal teams to drive product improvements.

Requirements

The role requires at least 2 years of experience in a customer-facing role and excellent written English proficiency at a B2 level or above. Candidates must be comfortable working independently in a remote environment and available for evening shifts.

Benefits

• Fully remote work arrangement
• Full-time employment
• Access to AI-powered tools and automation
• Opportunity to influence product development
• International work environment

Listed skills

• Customer support · Preferred
• Problem solving · Preferred
• Objection Handling · Preferred
• Account Management · Preferred
• Communication · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer support
• Account management
• Communication
• Active listening
• Objection handling
• Problem-solving
• Relationship management
• Written English
• Zendesk
• AI tools
• Automation
• Customer retention
• Conflict resolution
• Technical communication
• Product Improvement
• Building Trust
• Customer Success Management
• Relationship Management
• Accountability
• General Data Protection Regulation (GDPR)
• Workflow Management
• Business Objectives
• Data Privacy
• Voice of the Customer (VoC)
• Account Management
• Active Listening
• Customer Support
• Customer Service
• Customer Communications Management
• Customer Retention
• Information Privacy
• English Language
• Sales
• Environmental Protocols
• Problem Solving
• New Product Development
• Team Building
• Balancing (Ledger/Billing)

Job areas

• Customer Service & Support
• Technology
• Software
• Premium Support Engineer
• Account Manager (General)
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products

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