Premium Support Account Manager

Jobgether; Deutschland; Remote; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Fully remote work arrangement

Full-time employment

AI-powered tools in customer support

Influence product development through,

International environment

Job summary

Jobgether, on behalf of a partner company, seeks a Premium Support Account Manager based in Germany. You will own relationships with a portfolio of premium users, delivering personalized support via email, live chat, and phone, and guiding conversations to outcomes.

This fully remote role emphasizes strong communication, problem solving, and using AI tools to automate routine tasks while maintaining a high-quality customer experience.

Qualifications

• Minimum 2 years in customer support or account management.
• Experience supporting premium or VIP customers is valued.
• English proficiency at B2 level or above.
• Strong writing and conversational tone with clear CTAs.
• Ability to explain complex topics to non-technical users.
• Willingness to work evenings 4:00 PM–midnight.

Responsibilities

• Build and maintain relationships with a portfolio of premium users.
• Manage end-to-end customer interactions via email, chat and phone.
• Address routine inquiries and complex support cases.
• Identify customer needs and share insights with internal teams.
• Support retention by improving customer satisfaction.
• Communicate clearly and guide conversations toward outcomes.

Skills

Account management

Customer support

Communication skills

Written communication

Phone support

Remote work

Zendesk

Tools

Zendesk

Job description

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 Germany.

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.

Accountabilities:

• 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:

• 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.

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!