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)
