Customer Support Manager

We are seeking a dedicated Customer Support Manager to lead our customer support team and deliver an outstanding customer experience. The successful candidate will possess strong leadership, excellent communication, and problem-solving skills, along with the ability to manage and motivate a team effectively. This role requires a hands-on approach to overseeing daily operations, resolving escalated issues, and continuously improving support processes to meet customer satisfaction goals.

Key Responsibilities
- Manage and supervise the customer support team and daily operations to ensure smooth workflow.
- Address customer queries and complaints promptly and professionally, maintaining high service standards.
- Monitor team performance through key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, and ticket closure rates.
- Handle escalated customer issues efficiently to ensure timely resolution.
- Develop and enhance customer support processes, standard operating procedures (SOPs), and workflows to improve service delivery.
- Conduct regular team meetings, provide coaching, and perform performance evaluations to foster team growth.
- Identify training needs and support the professional development of team members.
- Collaborate with other departments to resolve complex customer issues and improve overall customer experience.
- 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 actionable improvements to prevent future occurrences.

Required Qualifications
- Bachelor’s degree in Business Administration, Management, Marketing, or a related field.
- Minimum of 3 years’ 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 professionally handle escalations and manage difficult customer interactions.
- Good organizational and time-management skills to prioritize tasks efficiently.
- Proficiency in MS Office or Google Workspace and familiarity with 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
- Work Location: In person
- Salary Range: Rs40,000.00 - Rs130,000.00 per month

This position offers an excellent opportunity for a motivated professional to lead a dynamic customer support team in a well-established organization. If you are passionate about customer service and team leadership, this role will allow you to make a significant impact on customer satisfaction and operational efficiency.