Customer Support

Customer Support Associate — Paasa We’re looking for someone who cares deeply about customer experience, moves fast, and notices the small things others miss. At Paasa, customers trust us with global investing, cross-border money movement, tax reporting, and high-value portfolios. Support is not a back-office role here — it is a core part of the product experience. What you’ll do Manage customer conversations across Intercom, email, WhatsApp, and calls Resolve support tickets with speed, clarity, and empathy Work closely with operations, engineering, and advisory teams to troubleshoot issues Help customers with onboarding, remittances, deposits, withdrawals, tax reports, and platform navigation Escalate bugs and operational issues with detailed documentation and reproduction steps Maintain high-quality internal documentation and FAQs Identify patterns in customer feedback and proactively improve workflows Support HNI and global investing customers with professionalism and precision Ensure SLAs and response quality standards are consistently met What we’re looking for Extremely high attention to detail Strong written and verbal communication skills Clear, concise, and professional communication style Ability to stay calm under pressure and handle sensitive customer situations Familiarity with tools like Intercom, Slack, Notion, Google Sheets, and CRMs/support tooling Comfortable working with structured processes and operational checklists Strong ownership mindset — you follow through until things are resolved Ability to work in a fast-moving startup environment Bonus points if you have Experience in fintech, wealth management, brokerage, or banking operations Familiarity with global investing workflows Understanding of remittances, tax reporting, or brokerage operations Experience supporting HNI customers Experience creating SOPs and operational documentation What success looks like Customers feel supported, informed, and confident using Paasa Fast response and resolution times Exceptionally accurate communication and operations handling Clear escalation and coordination across teams Continuous improvement in support quality and customer satisfaction Location Gurgaon (remote or hybrid) ##