Technical Support Manager (Faisalabad, Onsite) – Real-Estate CRM

IT Empire Pvt Limited is seeking a Technical Support Manager to join our growing team onsite in Faisalabad. We develop a cloud-based CRM tailored for real-estate teams and are looking for a motivated leader to own and scale our technical support function. This role requires managing the support team, handling complex escalations, and acting as a key liaison between customers and our product and development teams. The primary objective is to deliver fast, high-quality support while reducing recurring issues. Candidates must be based in Faisalabad or willing to relocate at their own expense before joining.

Key Responsibilities
- Lead, coach, and manage the day-to-day operations of the technical support team.
- Take ownership of escalations and troubleshoot complex CRM-related issues.
- Define, monitor, and report on key performance indicators such as first response time, resolution time, backlog, customer satisfaction (CSAT), and issue recurrence.
- Collaborate closely with developers, QA, and product teams to log, prioritize, and resolve bugs.
- Develop and maintain standard operating procedures (SOPs), FAQs, and a comprehensive knowledge base.
- Conduct onboarding sessions and product training for both customers and internal staff.
- Test new features and software releases prior to launch to ensure quality and usability.
- Provide regular reports on team performance and suggest improvements to product and support processes.

Required Qualifications
- Minimum of 3 years’ experience in support, call center, telesales, or SaaS sales roles, including 1-2 years in a leadership or team management position.
- Strong problem-solving abilities combined with excellent verbal and written communication skills in English.
- Confidence in managing escalations and handling difficult customer situations professionally.
- Solid understanding of web-based software applications.
- Familiarity with helpdesk or ticketing systems such as Zendesk, Freshdesk, Jira, or ClickUp is advantageous.

Preferred Qualifications and Benefits
- Experience in real-estate software or PropTech is a plus.
- Basic knowledge of APIs, webhooks, or databases is desirable.
- Background in customer onboarding and training enhances suitability for the role.
- Understanding of quality assurance and software development processes is beneficial.

We offer a competitive salary package along with the opportunity to take ownership of the support function within a rapidly growing real-estate technology company. This role provides clear career advancement and leadership development opportunities, as well as access to ongoing learning and professional growth.

Candidates from diverse backgrounds are encouraged to apply, including those with experience in SaaS or CRM technical support, call center management, telesales leadership, or SaaS sales professionals interested in transitioning into technical support management. Training on our CRM will be provided for candidates coming from call center or sales backgrounds, provided they are comfortable learning software quickly.

This is a full-time, onsite position based in Faisalabad. Applicants should be prepared to relocate at their own cost if not currently residing in the city.