# 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) ##