Head of Customer Support

SocialSharings is seeking a dedicated Head of Customer Support to lead and expand our customer support operations across multiple growing brands. This full-time, on-site role is based in Karachi, with working hours from 5:00 PM to 2:00 AM. The ideal candidate will take full ownership of the customer experience by leading the support team, refining processes, and enhancing service quality to meet evolving customer needs.

Key Responsibilities

- Lead, manage, and develop the Customer Support team to ensure high performance and engagement.
- Establish and oversee KPIs, SLAs, and service standards to maintain consistent and measurable support quality.
- Handle customer escalations promptly, ensuring timely and effective resolution.
- Develop and continuously improve support SOPs, workflows, and operational processes.
- Monitor key metrics such as customer satisfaction, response times, resolution rates, and team productivity to identify areas for improvement.
- Analyze recurring customer issues and collaborate with relevant teams to implement long-term solutions.
- Foster a culture of accountability, ownership, and customer-centricity within the team.
- Collaborate closely with Operations, Account Management, Marketing, and Product teams to align customer support with overall business goals.
- Utilize customer feedback and support data to drive ongoing enhancements in service delivery.

Required Qualifications

- A minimum of 6 years’ experience in Customer Support, Customer Experience, Client Services, or related functions.
- Demonstrated success in managing and developing customer support teams.
- Strong knowledge of support KPIs, SLAs, and escalation management processes.
- Excellent communication, problem-solving, and leadership abilities.
- Highly organized and process-oriented, with the ability to thrive in a fast-paced environment.

Preferred Qualifications

- Experience working within a growing or multi-brand organization is advantageous.

This role offers the opportunity to lead a dynamic team and make a significant impact on customer satisfaction across multiple brands. If you are passionate about delivering exceptional customer experiences and driving operational excellence, SocialSharings invites you to apply and join our team.