What the role involves
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)
About Paasa
Paasa helps wealthy Indians invest in global equities - without middlemen, hidden fees, or paperwork. While high-net-worths in India often have international expenses from children's education to healthcare, most still save in INR, a currency that depreciates ~2–5% per year against the USD. Why? - Broken outward remittance process - Fear of making mistakes in tax or compliance - Paper-heavy onboarding processes of international brokers - Lack of trustworthy guidance Paasa offers a mobile app that enables Indians to trade worldwide, invest via advisory, and automate every cross-border tax filing.
Full Paasa profile