HR Ways – Hiring Tech Talent is seeking a proactive and dedicated Customer Service Support Manager to join a dynamic digital marketing and analytics client. The client is a certified Digital Marketing Agency focused on enabling clients to make informed decisions with deep marketing data that drives their business outcomes. As the Customer Service Support Manager, you will be responsible for ensuring that our customers are satisfied, help them maximize their experience with our services, and increase retention through exceptional engagement and support.

This is an on-site, full-time role based in Lahore with evening shifts from 4:00 PM to 1:00 AM. Female employees can leave the office by 9:00 PM and complete their remaining hours remotely.

Key Responsibilities

Customer Engagement: Conduct regular online calls with customers to understand their needs, provide proactive guidance, and ensure they are effectively leveraging our SaaS solutions.
Customer Support: Provide prompt and efficient support for any issues customers may face regarding products or services, ensuring minimal disruption to their workflow.
Onboarding: Lead the onboarding process for new customers to ensure they are set up for success and fully equipped to use the software and services.
Follow-ups: Maintain consistent follow-up with customers, including in-trial users, to collect feedback, resolve any issues, and offer additional support or features.
Customer Retention: Develop and implement retention strategies to increase customer satisfaction and minimize churn.
Feedback Collection: Gather customer feedback and insights to relay to the product development teams, contributing to product improvements and client-centric innovations.
Customer Education: Plan and execute webinars, training sessions, and other educational materials to enhance customers’ understanding of the products.
Reporting & Documentation: Maintain accurate logs of all customer interactions, support activities, and issues, providing regular updates and reports to senior management.

Required Qualifications

Experience: Proven experience in a customer success or customer support role, especially in a SaaS (Software as a Service) environment.
Communication Skills: Strong verbal and written communication skills with an ability to explain complex concepts clearly and concisely.
Technical Skills: Proficiency with CRM tools, customer support software, Zoom, and other virtual communication platforms.
Problem-solving: Excellent problem-solving abilities, with a strong focus on resolving challenges efficiently and keeping customers satisfied.
Customer Focused: A passion for delivering exceptional customer service and ensuring long-term customer success.
Organization: Ability to effectively manage multiple tasks, prioritize needs, and keep detailed records of customer interactions.
Team Collaboration: Experience working effectively with cross-functional teams such as Sales and Product Development.

Preferred Qualifications

Education: A Bachelor’s degree in Business, Marketing, Communications, or any related field is preferred.
SaaS Knowledge: Familiarity with the dynamics of SaaS platforms and understanding the challenges specific to this business model.
Sales Experience: Experience in sales or account management is an added bonus.

Work Details

Location: On-site in Lahore, Pakistan
Work Shift: 4:00 PM – 1:00 AM (evening shift)
Hybrid Option for Women: Female employees can leave the office at 9:00 PM and continue the remainder of the shift from home.
Full-time Position: Monday to Friday work schedule.

Benefits

Competitive Salary: Attractive salary based on experience and performance.
Paid Time Off: Generous leave and holiday policies.
Health Insurance: Comprehensive health insurance for employees.
Performance Bonuses: Additional rewards for meeting and exceeding targets.
Career Growth: Opportunities for career advancement and skills development through continuous training and mentorship.

How to Apply

Interested candidates are invited to submit their CV/Resume to the following contact option

Author
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Asad Hameed

Asad Hameed is an inspiring professional who advanced from salesman to Managing Director of a renowned print media company with 200 employees in just eight years. His journey reflects his ability to align personal skills and education with career goals, showcasing exceptional dedication and strategic growth. Asad’s expertise lies in helping others unlock their potential, craft impactful job applications, and achieve success. His story serves as a guide for professionals striving to excel in competitive industries.

Customer Service Support Manager