Posted Oct 12, 2026 28 views
The Customer Support Team Lead position is a full-time, on-site role based in Islamabad, Pakistan. This role is responsible for managing the daily operations of the customer support team, ensuring efficient handling of customer inquiries across multiple channels including phone, email, chat, and social media. The team lead will assign workloads, monitor team performance, and ensure timely resolution of issues while maintaining high standards of service quality and customer satisfaction. Coaching and mentoring team members, managing escalated cases, and collaborating with other departments to address recurring problems are key aspects of this role.
Key Responsibilities
- Oversee daily activities of the customer support team, including workload distribution and performance monitoring.
- Ensure timely and effective resolution of customer inquiries via phone, email, chat, and social channels.
- Coach, mentor, and develop team members to enhance their skills and performance.
- Manage escalated customer issues and provide solutions in a timely manner.
- Analyze support metrics and identify trends to improve processes and service delivery.
- Collaborate with cross-functional teams to resolve recurring issues and implement best practices.
- Maintain high standards of customer satisfaction and service quality related to PetsPark.pk’s products and services.
- Utilize CRM and ticketing systems to track and manage customer interactions efficiently.
Required Qualifications
- Proven experience in customer support with a strong focus on customer satisfaction.
- Previous leadership or supervisory experience in a customer service or contact center environment.
- Excellent verbal and written communication skills for clear interaction with customers and internal teams.
- Strong analytical skills to interpret support data, identify trends, and recommend improvements.
- Practical technical support knowledge, including troubleshooting common issues related to e-commerce platforms and digital tools.
- Ability to manage conflict, handle escalations, and make sound decisions under pressure.
- Proficiency in CRM or ticketing systems and basic office productivity software.
- Bachelor’s degree in Business, Communications, or a related field, or equivalent professional experience.
Preferred Qualifications and Benefits
- A passion for pets and familiarity with pet care products or services is considered an advantage.
- Competitive monthly salary range of Rs50,000 to Rs60,000.
- The role requires reliable commuting or relocation to Islamabad E-11 before starting work.
- Working hours are from 1:00 PM to 9:00 PM, and candidates should be comfortable with this schedule.
- This is an in-person position, emphasizing the importance of being physically present at the workplace.
This role offers an excellent opportunity for a motivated individual to lead a dynamic customer support team while contributing to the success of PetsPark.pk by ensuring exceptional service standards and customer satisfaction.
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PetsPark.pk
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