Customer Support Team lead

Role Description

The Customer Support Team Lead is a full-time, on-site role based in Islamabad, Pakistan. This role oversees the daily operations of the customer support team, including assigning workloads, monitoring performance, and ensuring timely resolution of customer inquiries across phone, email, chat, and social channels. The team lead coaches and mentors team members, manages escalated issues, and maintains high standards of service quality and customer satisfaction. Day-to-day tasks include analyzing support metrics, refining processes, collaborating with other departments to resolve recurring issues, and implementing best practices for both customer and technical support related to PetsPark.pk’s products and services.

Qualifications

• Strong Customer Support and Customer Satisfaction skills, with experience leading or supervising a service-oriented team.
• Excellent Communication skills, including clear written and verbal interaction with customers and internal stakeholders.
• Solid Analytical Skills to interpret support data, identify trends, and recommend process improvements.
• Practical Technical Support capabilities, including troubleshooting common customer issues related to e-commerce platforms and digital tools.
• Previous experience in a team lead or supervisory role in customer service or contact center environments.
• Ability to manage conflict, handle escalations, and make sound decisions under time pressure.
• Proficiency with CRM or ticketing systems and basic office productivity tools.
• Bachelor’s degree in business, Communications, or a related field, or equivalent professional experience.
• Passion for pets and familiarity with pet care products or services is a plus.

Pay: Rs50,000.00 - Rs60,000.00 per month

Ability to commute/relocate:

• Islamabad E-11: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you comfortable working from 1:00 PM to 9:00 PM?

Work Location: In person