Fully Remote Premium Support Account Manager

Jobgether; France; Remote; EUR 42,000 - 64,000; Full time

Benefits offered by this job

Fully remote work arrangement

Full-time employment

AI-powered tools and automation

Job summary

Jobgether is seeking a Premium Support Account Manager based in France to own relationships with a portfolio of premium users. You will handle email, chat, and phone interactions, resolving routine inquiries and complex cases while focusing on retention and satisfaction.

You will leverage AI-powered tools and automation to streamline tasks, write personalized messages, and gather feedback to help improve our product and user experience in a fast-paced, remote environment.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer support

Account management

VIP customers

English B2

Communication

Zendesk

Tools

Zendesk

Job description

Jobgether is seeking a Premium Support Account Manager based in France to own relationships with a portfolio of premium users. You will handle email, chat, and phone interactions, resolving routine inquiries and complex cases while focusing on retention and satisfaction.

You will leverage AI-powered tools and automation to streamline tasks, write personalized messages, and gather feedback to help improve our product and user experience in a fast-paced, remote environment.