Customer support teamlead

PetsPark.pk is a leading integrated pet care destination in Pakistan, dedicated to serving pet parents with a wide range of products and services. From nutrition and healthcare to grooming, play, and sleep essentials, the company offers trusted solutions both online and in-store. Built on the promise of convenience and reliability, PetsPark.pk aims to make pet care accessible and trustworthy for its growing community of pet owners.

The Customer Support Team Lead role is a full-time, on-site position based in Islāmābād. This position is responsible for managing the daily operations of the customer support team, ensuring efficient handling of inquiries across multiple channels such as phone, email, chat, and social media. The team lead plays a critical role in coaching and mentoring team members, managing escalations, and maintaining high standards of customer service and satisfaction. Additionally, the role involves analyzing support metrics, optimizing processes, collaborating with other departments to address recurring issues, and implementing best practices to enhance both customer and technical support related to PetsPark.pk’s offerings.

Key Responsibilities
- Oversee daily customer support operations, including workload distribution and performance monitoring.
- Ensure timely and effective resolution of customer inquiries across various communication channels.
- Coach, mentor, and develop team members to improve service quality and team performance.
- Manage escalated customer issues and resolve conflicts efficiently under pressure.
- Analyze support data to identify trends and recommend process improvements.
- Collaborate with cross-functional teams to address recurring problems and improve customer experience.
- Implement best practices for customer and technical support related to e-commerce and digital tools.
- Maintain high standards of service quality and customer satisfaction.

Required Qualifications
- Proven experience in customer support with a focus on customer satisfaction, including leadership or supervisory roles in service-oriented teams.
- Excellent verbal and written communication skills for effective interaction with customers and internal stakeholders.
- Strong analytical skills to interpret support metrics and drive improvements.
- Practical technical support knowledge, including troubleshooting issues related to e-commerce platforms and digital tools.
- Ability to manage conflicts, handle escalations, and make sound decisions under time constraints.
- 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 highly desirable.

This role offers the opportunity to contribute to a mission-driven company focused on simplifying pet care while supporting a dedicated community of pet owners. The position requires a proactive leader who thrives in a dynamic environment and is committed to delivering exceptional customer experiences.