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

IT Empire Pvt Limited is seeking a Customer 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 hands-on management of the support team, handling complex customer escalations, and acting as a critical liaison between customers and our product and development teams. The ideal candidate will focus on delivering fast, high-quality support while minimizing recurring issues.

Key Responsibilities
- Lead, coach, and manage the daily operations of the customer support team.
- Take ownership of escalations and troubleshoot complex CRM-related problems.
- Establish and monitor 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.
- Prepare regular reports on team performance and suggest improvements for products and support processes.

Required Qualifications
- Minimum of 3 years’ experience in support, call center, telesales, or SaaS sales, including 1-2 years in a leadership or team management role.
- Strong problem-solving abilities and excellent communication skills, with proficiency in written and spoken English.
- Comfortable managing escalations and handling challenging customer situations.
- Good understanding of web-based software applications.
- Experience 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 beneficial.
- Familiarity with customer onboarding and training processes.
- Understanding of QA and software development workflows.

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

This is an onsite position based in Faisalabad. Candidates must either reside in Faisalabad or be willing to relocate at their own expense prior to joining. We welcome applicants from diverse backgrounds including technical support, call center management, telesales, and SaaS sales professionals interested in transitioning into support management. Training on our CRM will be provided for those comfortable with quickly learning new software.

If you are ready to lead a dynamic support team and contribute to the success of an innovative real estate CRM, we encourage you to apply.