Customer Support Manager (Night Shift)

CronySoft is hiring an experienced Customer Support Manager (Night Shift) to lead our USA-focused customer and technical support teams. You will oversee night shift operations, manage resource capacity, handle critical escalations, and maintain strict service standards across calls, tickets, and live chat.

Key Responsibilities

• Team Leadership: Supervise and mentor a large support team during the night shift; maintain performance standards and shift discipline.
• Roster Management: Create staff schedules and rosters to ensure adequate coverage and fair rotation.
• Escalation Handling: Act as the primary point of contact for complex customer issues, ensuring rapid, professional resolution.
• KPI & CRM Oversight: Monitor key metrics (SLAs, response times, CSAT, backlog) and ensure efficient use of ticketing tools.
• Reporting: Prepare daily/weekly operational reports and share performance insights with management.

Requirements

• Education: Bachelor’s degree (Mandatory).
• Experience: 5+ years in Customer/Technical Support operations, including proven experience managing a team of 40+ people.
• Communication: Flawless, excellent spoken and written English (Mandatory).
• Tools: Hands-on experience with CRM/ticketing platforms (Zendesk, Freshdesk, Jira, Salesforce, etc.).
• Shift: Complete comfort working the permanent night shift aligned with US time zones.

Preferred (Plus)

• Experience supporting SaaS, POS, ERP, retail, or warehouse management systems.
• Proven track record of improving CSAT and reducing ticket backlogs.

How to Apply

Email your resume to: Recruiter@cronysoft.com

Subject: Customer Support Manager (Night Shift)

Pay: Rs125,000.00 - Rs250,000.00 per month

Ability to commute/relocate:

• Karachi Shahra-E-Faisal: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Customer Support: 4 years (Required)

Language:

• English Fluently (Required)

Location:

• Karachi Shahra-E-Faisal (Preferred)

Work Location: In person