Customer Support Manager

Wavetec Private Limited, headquartered in Dubai with operations in over 70 countries, is a global leader in specialized technology designed to enhance customer experience in public waiting areas and information display systems. Based in Karachi, Pakistan, the company boasts over 30 years of innovation and a diverse workforce representing 13 nationalities. Wavetec is currently seeking an experienced professional to lead its customer support team. This role involves managing support engineers, ensuring excellent service delivery, and maintaining strong client relationships across multiple time zones.

Key Responsibilities

Directly managing a team of Support Engineers, the successful candidate will provide guidance and assistance to customers worldwide. They will oversee daily customer management activities, focusing on maintaining and expanding relationships with individual accounts. Supporting the operational team in resolving customer queries efficiently is a critical part of the role. Coordination with Account Personnel is essential to ensure all customer needs are addressed promptly.

The role also serves as the primary escalation point for frontline issues and concerns within the assigned region, ensuring timely follow-up and resolution. Analyzing technical problems from both business and operational perspectives will enable informed decision-making to improve customer service. The candidate must be willing to travel to customer sites as necessary to support deployments and resolve complex issues.

Managing the issue escalation process is vital, with a strong emphasis on adhering to customer Service Level Agreements (SLAs) and maintaining transparent communication regarding issue status. Additionally, the role involves facilitating smooth transitions during deployments, ensuring system updates are implemented effectively and customer satisfaction is maximized.

Required Qualifications

Candidates must have a minimum of five years’ experience in customer support roles. A Bachelor’s Degree in Engineering or a related field is required. Excellent communication and interpersonal skills are essential for effective interaction with customers and internal teams. Strong organizational and influencing abilities are necessary to manage teams and coordinate with various stakeholders successfully.

Wavetec offers the opportunity to work in a dynamic, multicultural environment within a company at the forefront of technology innovation. This position is ideal for proactive, customer-focused professionals capable of leading support teams to deliver outstanding global service.