Customer Support Manager (Faisalabad, Onsite) – Real-Estate CRM

Customer Support Manager – Faisalabad (Onsite) – Real Estate CRM

IT Empire Pvt Limited is a fast-growing company specializing in cloud-based CRM solutions for real estate teams. We are seeking a Customer Support Manager to lead and expand our technical support operations. This onsite role is based in Faisalabad, and candidates must either reside in Faisalabad or be willing to relocate at their own expense prior to joining. The successful candidate will serve as a key liaison between customers and our product and development teams, ensuring timely, high-quality support and reducing recurring issues.

Key Responsibilities

- Lead, mentor, and manage the day-to-day activities of the support team.
- Handle complex escalations and troubleshoot advanced CRM-related issues.
- Define, monitor, and report on key performance indicators such as first response time, resolution time, backlog, customer satisfaction (CSAT), and issue recurrence.
- Collaborate closely with developers, QA, and product teams to log, prioritize, and resolve bugs.
- Develop and maintain standard operating procedures (SOPs), FAQs, and a comprehensive knowledge base.
- Conduct onboarding sessions and product training for both customers and internal staff.
- Test new product features and releases prior to launch to ensure quality.
- Provide regular reports on team performance and recommend improvements in product and support processes.

Required Qualifications

- Minimum of 3 years’ experience in support, call center, telesales, or SaaS sales roles, including 1-2 years in a leadership or team management position.
- Strong problem-solving abilities and excellent communication skills, with proficiency in both written and spoken English.
- Comfortable managing escalations and handling difficult customer situations.
- Good understanding of web-based software applications.
- Experience with helpdesk or ticketing systems such as Zendesk, Freshdesk, Jira, or ClickUp is advantageous.

Preferred Qualifications and Benefits

- Experience in real estate software or PropTech is a plus.
- Basic knowledge of APIs, webhooks, or databases is desirable.
- Familiarity with customer onboarding and training processes.
- Understanding of QA and software development workflows.
- Competitive salary package.
- Ownership of the support function within a growing real estate technology product.
- Opportunities for career advancement and leadership development.
- Access to learning and professional growth resources.

We welcome applicants from diverse backgrounds including technical or software support (SaaS, CRM, helpdesk), call center management, telesales with team leadership experience, and SaaS sales professionals interested in transitioning into support management. Candidates from call center or sales environments will receive CRM training but should be comfortable learning software quickly.

This is a full-time, onsite position based in Faisalabad. Only candidates who meet the location requirement should apply.