Customer Support Specialist

About the Client:

Our client is a Digital Marketing platform designed to make running ad campaigns simple and accessible for everyone, especially small businesses, startups, and entrepreneurs.

About Job:

Were looking for a Customer Support Specialist who is fluent in English (both written and
spoken) and has a solid understanding of digital marketing and advertising platforms. The
ideal candidate is proactive, dependable, and capable of delivering quick, accurate
responses to customers. Youll be responsible for handling customer queries, creating and
tracking JIRA tickets for technical issues, and coordinating with developers and product
teams to ensure timely resolutions.

• Key Responsibilities
• Provide prompt and professional support to customers through chat, email, and virtual
• meetings.
• Respond quickly to customer issues timely communication is a critical performance

metric.

• Identify, reproduce, and document technical issues clearly in JIRA for the development

team.achieved.Understand Plais ad automation tools and assist users with marketing andcampaign-related queries.Requirements

• Maintain accurate communication between customers and internal teams.
• Follow up with customers to ensure their issues are fully resolved and satisfaction is
• Maintain and organize internal support documentation.

• Excellent command of English (both spoken and written).
• Strong communication, problem-solving, and interpersonal skills.
• Basic understanding of online advertising and marketing platforms (Meta Ads, Google
• Ads, TikTok Ads, etc.).
• Experience using JIRA or similar issue-tracking systems.

• Familiarity with customer support tools (e.g., Intercom, Zendesk, or HubSpot).
• High accountability and responsiveness especially during customer-active hours.

Working Hours (Karachi Time)

Since most customers are in European and U.S. time zones, flexibility is essential.
Recommended availability: Between 4:00 PM to 2:00 AM (PKT). However, as this is a
responsibility-based role (not strictly time-based), if any major issue occurs between 5:00
PM and 4:00 AM, the candidate must immediately report, create a JIRA ticket, and
respond to the customer. The candidate should remain reachable during active support
hours to ensure quick response to urgent matters.

Working Days: Monday to Friday

Working timings: 4:00 PM - 2:00 PM AM

Location: Remote (Karachi Only)

Benefits:

• Remote Setup
• Yearly Bonuses

About HR Ways:

HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world.

Job Type: Full-time

Pay: Up to Rs200,000.00 per month

Work Location: Hybrid remote in Karachi