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)