Customer Success & Growth Operations Coordinator

Parasol Group is seeking a Customer Success & Growth Operations Coordinator based in Islamabad, Pakistan, to join our dynamic team. This full-time role operates during UAE business hours and supports our SaaS customer engagement platform, designed to help physical businesses engage their customers through QR campaigns, digital coupons, loyalty programs, and personalized communications. The successful candidate will be responsible for guiding new users from initial inquiry through onboarding and activation, providing ongoing product support, and closely monitoring account activity to ensure continuous customer satisfaction and growth. In addition to handling support communication via email and Intercom, the coordinator will manage demo scheduling and execution, assist with user onboarding workflows, and support growth operations, including newsletter contact research, data organization, and webinar invitation management. This operational role demands strong organizational skills, meticulous attention to detail, and the ability to manage multiple recurring tasks efficiently. The role does not include team management but plays a key part in coordinating between customers and internal teams to escalate issues and provide actionable feedback for product improvements.
Responsibilities

Respond promptly to customer inquiries via email and Intercom, providing clear and accurate information related to product features, account activation, billing, and package details.
Assist users in understanding their service packages, activation procedures, and how to leverage platform features such as QR codes, coupon creation, loyalty programs, and email campaigns.
Conduct free and paid demos for prospective and existing users, including scheduling, preparing demo environments, guiding users through product functionalities, and following up with supportive materials.
Monitor user account activity to identify activation status, usage patterns, and engagement levels; flag inactive or stuck users for targeted follow-up.
Maintain comprehensive internal trackers related to customer onboarding progress, demo status, support inquiries, account health, and upgrade requests to provide transparent and up-to-date reporting.
Escalate technical issues, billing questions, and complex account matters to appropriate internal departments while tracking recurring problems and customer feedback.
Support the launch operation for Dealify, including assisting users with code redemption, clarifying package limits, managing upgrade enquiries, and documenting frequent customer inquiries and concerns.
Conduct research and collection of business contact data for marketing campaigns, ensuring data accuracy, relevance, and proper segmentation according to business type, region, and campaign requirements.
Manage webinar-related operations such as building invite lists, coordinating reminders and follow-ups, tracking attendance, and providing administrative support before, during, and after events.
Utilize a variety of SaaS tools, helpdesk software, spreadsheets, and CRM systems effectively to manage and document daily customer success activities.
Adhere to documented processes, maintain high reliability in daily recurring tasks, and demonstrate flexibility to learn and adapt to new software and workflows.
Collaborate with the internal team to relay product feedback from users and contribute to continuous service and process improvements.