Customer Support Representative

Location: Islamabad, Pakistan (Onsite)
Employment Type: Full-time

About Nysonian
Nysonian builds the next generation of global lifestyle brands; brands that inspire how people travel, move, and live. We create not just products, but experiences that empower people worldwide.

Our Fast-Growing Portfolio Includes:

• NOBL Travel — redefining modern travel with design, durability, and performance
• FLO Pilates — bringing Pilates into homes and wardrobes globally

With $150M+ in revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we are shaping the brands that will define the next decade.

Core Values: Winners' Mindset | Speed with Purpose | Thoughtful Innovation | Genuineness | No Ego, Full Ownership

About the Role
As a Customer Support Representative specializing in retention and growth, you will own the customer experience end-to-end, ensuring satisfaction, resolving issues proactively, and driving value in every interaction. This role goes beyond traditional support; you will identify opportunities to upsell and maximize lifetime value while strengthening long-term loyalty. By leveraging data, insights, and operational tools, you will deliver a measurable impact on retention metrics and revenue growth, collaborating closely with cross-functional teams to align customer success strategies with broader business objectives.

What You Will Do

• Omnichannel Customer Engagement: Manage and respond to customer inquiries across phone, email, and chat channels with professionalism, speed, and consistency, ensuring a superior service experience.
  
• Retention & Loyalty Optimization: Proactively identify customer needs and preferences to strengthen relationships, drive retention, and enhance long-term customer lifetime value.
  
• Revenue Enablement through Upselling: Strategically leverage upsell and cross-sell opportunities by recommending tailored solutions that align with customer goals and business outcomes.
  
• Consultative Sales Execution: Employ a structured, consultative approach to close deals, meeting or exceeding retention and revenue targets while maintaining exceptional service standards.
  
• Data-Driven Recordkeeping & CRM Discipline: Maintain accurate, detailed records of all interactions, transactions, and upsell activity to ensure operational visibility and inform strategic decisions.
  
• Cross-Functional Collaboration & Issue Resolution: Partner with marketing, product, and customer success teams to address complex customer needs, escalate and resolve issues, and continuously enhance the customer experience.

Who You Are

• Proven Customer Retention Experience: Minimum 4 years in customer support or related roles, with demonstrated success in retention and upselling within US/UK retail or e-commerce.
  
• Advanced Communication Skills: Exceptional proficiency in English, both written and spoken, enabling clear, professional, and persuasive customer interactions.
  
• Customer-Centric Expertise: Strong track record of building trust, resolving issues effectively, and delivering high-value solutions that drive loyalty.
  
• Revenue-Oriented Sales Ability: Skilled in upselling and deal closure, consistently achieving or exceeding retention and sales targets.
  
• Technical Fluency: Experienced with CRM systems (Gorgias preferred) and e-commerce platforms such as Shopify and Facebook Ads.
  
• Analytical Problem-Solving: Adept at managing complex customer situations calmly and efficiently, with data-informed decision-making.
  
• High Adaptability & Execution: Thrives in fast-paced environments, balancing multiple priorities while maintaining consistent service excellence.

Why You'll Love Working at Nysonian

• Collaborate with high-performing teams across fast-growing global brands
• Meaningful opportunities for growth, ownership, and impact
• A culture built on accountability, transparency, and execution
• Competitive compensation, benefits, and wellness-focused perks

Our Commitment
Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are available for applicants with disabilities.