Premium Support Account Manager

Jobgether; Netherlands; Remote; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Fully remote work

Full-time employment

AI-powered tools

Influence product development via user

Job summary

Jobgether seeks a Premium Support Account Manager based in the Netherlands to own relationships with a portfolio of premium users. You will handle email, live chat and phone interactions, deliver personalized support, and use AI-powered tools to streamline tasks while maintaining a high-quality customer experience.

You will advocate for customers, share insights with product teams, and help improve user experience in a fast-paced, performance-driven environment.

Qualifications

• 2+ years in customer support or account management
• Experience with premium/high-value customers
• English proficiency at B2 level or above with clear writing
• Ability to work evenings (4:00 PM–midnight) five days on, two days off
• Comfort with remote, async collaboration across teams

Responsibilities

• Own end-to-end experience for a portfolio of premium users
• Manage email, chat and phone interactions to deliver personalized support
• Address routine inquiries and complex cases to reduce churn
• Use AI-powered tools to automate repetitive tasks and focus on relationships
• Write engaging messages with clear calls to action
• Explain complex issues in simple language for non-technical users
• Guide conversations toward clear outcomes and effective solutions
• Share customer feedback and insights with product and teams
• Contribute to customer retention by addressing concerns and improving satisfaction

Skills

Relationship management

Written English

Communication

Objection handling

Remote work

AI tools usage

Multi-channel support

Tools

Zendesk

AI automation

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 Netherlands.

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

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.

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