Posted Dec 10, 2025 176 views
Join our team as a Customer Support Representative based in Lahore, Pakistan, where you will play a crucial role in delivering exceptional customer service while contributing to the development of AI-driven systems that enhance operational efficiency. This full-time, on-site position offers the opportunity to work closely with sales, product, and engineering teams to ensure seamless customer success. It is an ideal role for professionals passionate about leveraging AI, automation, and customer success platforms to scale support operations in a fast-paced, high-growth environment.
Key Responsibilities
Lead customer interactions from the initial contact through to resolution, providing timely and high-quality support for both technical and non-technical issues. Develop and optimize scalable support processes that enhance efficiency without compromising the customer experience. Create and maintain self-service resources such as knowledge bases, help centers, and FAQs to empower customers and reduce repetitive inquiries.
Serve as the voice of the customer by identifying feedback patterns and translating them into actionable insights for product improvement. Collaborate closely with engineering teams to validate, triage, and resolve product bugs using tools like Jira and Slack. Partner with sales and product teams to share customer insights that inform strategic decisions and product enhancements.
Collect and analyze customer feedback, providing data-driven recommendations to improve offerings. Utilize AI and automation to streamline support ticketing, workflows, and customer interactions, enhancing response times and resolution efficiency. Manage and optimize customer success platforms including Intercom, Customer.io, and HubSpot to improve communication and automation.
Continuously explore and implement AI-driven solutions that maintain a human-first, empathetic approach while scaling operations. Design automated workflows that support operational growth without sacrificing the quality of the customer experience.
Required Qualifications
A minimum of 3 years’ experience in customer support or customer-facing roles, with a proven track record of building and scaling support operations. Strong proficiency with customer support platforms such as Intercom, Customer.io, and HubSpot, including expertise in automation and workflow optimization. Experience using Jira and Slack for effective communication and issue triage with engineering teams.
Excellent communication skills, with the ability to translate complex technical issues into clear, actionable guidance for customers and internal teams. Strong technical validation skills to accurately test and verify customer-reported issues prior to escalation. A data-driven mindset with experience analyzing customer feedback and metrics to identify areas for improvement. Demonstrated ability to leverage AI and automation technologies to optimize processes and scale support operations.
Preferred Qualifications and Benefits
Experience implementing AI chatbots, predictive analytics, or machine learning applications within customer support environments is highly valued. A basic understanding of APIs and integrations for customizing support workflows is advantageous. Familiarity with analytics tools to gain deeper insights into customer data is preferred.
Candidates with a background in SaaS, fintech, or startup environments will find this role particularly relevant. Experience in tax, accounting, or financial services industries is also beneficial.
The hiring process is designed to be efficient and thorough. It begins with a brief application form for initial screening, followed by a 2-3 hour take-home assignment to assess relevant skills. Successful candidates will participate in a 45-minute virtual interview with the hiring manager. There may also be an additional 30-minute virtual interview with the founder and CEO, depending on availability. The entire process is typically completed within one week.
At TaxGPT, we are committed to fostering a diverse and inclusive workplace where all individuals are valued regardless of race, gender, nationality, religion, sexual orientation, or other identities. We believe diversity drives innovation and enriches our product development. Join us to make a meaningful impact on a small, dynamic team and advance your career in a forward-thinking company.
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