Customer Support Specialist (Apps & Social Channels)

Chainfore is a digital engineering and AI productization company based in Lahore, employing over 50 engineers who serve enterprise clients across the US, Western Europe, and the Middle East. In addition to client projects, the company develops and manages its own consumer and B2B applications. This role serves as the primary point of contact for users of Chainfore’s apps, ensuring a seamless and responsive user experience across multiple communication channels.

Key Responsibilities

- Serve as the first point of contact for app users and prospective customers through various channels including phone, WhatsApp, in-app chat, email, TikTok, Instagram, Facebook, and LinkedIn.
- Resolve user issues, answer questions, and escalate bugs or technical problems to the product and engineering teams with clear reproduction steps.
- Manage inbound calls and WhatsApp messages promptly and professionally.
- Respond to comments, direct messages, and mentions on social media platforms within agreed response times.
- Handle in-app support chats and email support tickets from initiation to resolution.
- Guide users through onboarding, account setup, verification, payments, and common app workflows.
- Moderate public comment sections by removing spam, flagging harmful content, and professionally de-escalating hostile interactions.
- Maintain and update the FAQ and canned-response library based on recurring user inquiries.
- Provide weekly reports on ticket volumes, common issues, response times, and user sentiment across platforms.
- Collect and summarize user feedback and feature requests for the product team to inform future improvements.

Required Qualifications

- Minimum of 2 years’ experience in customer support, call center operations, or community management, preferably with mobile apps or digital products.
- Fluent in spoken and written Urdu and English, with a clear and professional phone manner.
- Proven experience managing live social media accounts for brands, including public comment moderation on platforms like TikTok, Instagram, and Facebook.
- Comfortable using WhatsApp Business, Meta Business Suite, and ticketing or CRM tools such as Freshdesk, Zendesk, or HubSpot.
- Ability to explain app features and troubleshoot common issues over the phone without relying on scripts.
- Patient and composed when dealing with frustrated users, with good judgment on when to resolve issues independently and when to escalate.
- Well-organized, reliable, and flexible to work rotating shifts, including evenings and weekends as needed.

Preferred Qualifications and Benefits

- Experience supporting fintech, marketplace, or social networking applications.
- Familiarity with app store review management processes for platforms like Google Play and the App Store.
- Basic technical understanding of app functionality to write detailed and useful bug reports.
- Additional language skills in Punjabi or Arabic are considered an advantage.

This position offers an opportunity to engage directly with a diverse user base and contribute to the ongoing improvement of Chainfore’s innovative digital products. The ideal candidate will be proactive, communicative, and adept at managing multiple communication channels with professionalism and empathy.