Customer Support Manager

We are looking for a dedicated Customer Support Manager to lead our customer support team and ensure an exceptional customer experience. The ideal candidate will have strong leadership, communication, and problem-solving skills, along with proven experience managing teams. This role involves overseeing daily operations, handling escalations with professionalism, and continuously improving support processes to achieve high customer satisfaction.

Key Responsibilities
- Manage and supervise the customer support team and daily operations to maintain a smooth workflow.
- Respond promptly and professionally to customer queries and complaints to uphold service standards.
- Monitor team performance using key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and ticket closure rates.
- Handle escalated customer issues to ensure timely and effective resolution.
- Develop and improve customer support processes, standard operating procedures (SOPs), and workflows to increase efficiency.
- Conduct regular team meetings, provide coaching, and carry out performance evaluations to support team development.
- Identify training needs and facilitate the professional growth of team members.
- Collaborate with other departments to resolve customer issues and enhance overall service delivery.
- Maintain accurate records of customer complaints, feedback, and resolutions for reporting and analysis.
- Prepare regular reports on customer support activities and team performance.
- Identify recurring customer issues and recommend improvements to prevent future problems.

Required Qualifications
- Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
- At least 3 years of experience in Customer Support, Customer Success, Call Center, or a similar role.
- Proven experience managing or supervising a customer support team.
- Excellent English communication and interpersonal skills.
- Strong leadership qualities and effective problem-solving abilities.
- Ability to handle escalations and manage difficult customer interactions professionally.
- Good organizational and time-management skills.
- Proficiency in MS Office or Google Workspace and familiarity with CRM or customer support tools.

This is a full-time position based at our Marina Headquarters in Bahria Town, Islamabad. The role requires in-person attendance. The monthly salary ranges from Rs40,000 to Rs130,000, depending on experience and qualifications.

If you are passionate about leading a customer support team and driving customer satisfaction, we encourage you to apply for this opportunity.