Technical Support & Implementation Manager

Hot Prospector is seeking a Technical Support & Implementation Manager to join our Lahore office. In this role, you will lead a team responsible for onboarding and supporting customers using our SaaS platform designed for marketing agencies and sales teams. Your focus will be on ensuring smooth client setups, resolving complex technical issues, and coaching your team to deliver exceptional customer experiences. You will work closely with both your team and customers, often stepping in to troubleshoot challenging problems and improve internal processes. This position demands a hands-on leader who thrives on problem-solving, clear communication, and continuous improvement.

Key Responsibilities
- Coach support and client setup staff through real cases, providing clear feedback and practical training.
- Diagnose complex software, calling, messaging, and integration issues alongside your team.
- Manage client setups from configuration and testing to customer training and reliable support handoffs.
- Ensure all open issues have a designated owner, defined next steps, and verified resolution.
- Enhance internal guides, checklists, and workflows to improve team performance.
- Serve as a liaison to Engineering by delivering clear evidence and actionable insights from customers and support staff.

Required Qualifications
- Minimum of five years of hands-on experience in software support or implementation, with at least two years in a leadership or equivalent role.
- Proven ability to diagnose difficult technical problems, successfully launch clients, and develop team members.
- Strong familiarity with APIs, webhooks, logs, software configuration, and CRM integrations.
- Excellent spoken and written English skills, as you will engage directly with U.S. customers, including live screen-sharing sessions.
- Demonstrated ability to learn new technical areas quickly and translate that knowledge into effective team coaching.

Preferred Qualifications and Benefits
- Experience in A2P telecommunications is highly desirable, especially with U.S. A2P 10DLC registrations, campaign rejections, messaging deliverability, Twilio, VoIP/SIP, or phone routing.
- Background in sales automation platforms such as GoHighLevel is a plus.
- This is a full-time, on-site position based in Lahore, with working hours aligned to U.S. Pacific Time (6 PM–3 AM or 7 PM–4 AM depending on daylight saving).
- Competitive monthly salary range of PKR 700,000–900,000, commensurate with experience and fit.

We encourage applicants to share specific examples that highlight their problem-solving skills, coaching impact, or improvements in client setups. Tell us about a challenging software issue you resolved, a teammate you helped grow, or a client onboarding process you enhanced. We want to understand how you think, what motivates you, and how you would contribute to the Hot Prospector team.