Customer Support Manager

We are looking for a Customer Support Manager to lead our customer support team and ensure an excellent customer experience. The ideal candidate should have strong leadership, communication, problem-solving, and team management skills.

Key Responsibilities

• Manage and supervise the customer support team and daily operations.
• Ensure customer queries and complaints are handled promptly and professionally.
• Monitor team performance and customer support KPIs.
• Handle escalated customer issues and ensure timely resolution.
• Develop and improve customer support processes, SOPs, and workflows.
• Monitor response time, resolution time, customer satisfaction, and ticket closure rates.
• Conduct team meetings, coaching, and performance evaluations.
• Identify training needs and support team development.
• Coordinate with other departments to resolve customer issues.
• Maintain accurate records of customer complaints, feedback, and resolutions.
• Prepare regular customer support and team performance reports.
• Identify recurring customer issues and recommend improvements.

Requirements

• Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
• 3+ years of experience in Customer Support, Customer Success, Call Center, or a similar role.
• Previous experience managing or supervising a customer support team.
• Excellent English communication and interpersonal skills.
• Strong leadership and problem-solving abilities.
• Ability to handle escalations and difficult customers professionally.
• Good organizational and time-management skills.
• Proficiency in MS Office/Google Workspace and CRM or customer support tools.

Job Details

Job Type: Full-time
Location: Marina HQ, 22–23 Corniche Road, Commercial Avenue, Phase 4, Bahria Town, Islamabad 46220

For queries / WhatsApp: 0312 8549217

Pay: Rs40,000.00 - Rs130,000.00 per month

Work Location: In person