Customer Support Specialist

A fast paced startup Company is hiring a Customer Support Specialist.

Job Type: Full-time, onsite

Shift Timings: 6 pm to 2 am

Location: Shahrah-e-Faisal, Karachi

Industry: AI / Fintech

Responsibilities:

• Respond to customer inquiries promptly and professionally through email, chat, and phone support
• Diagnose and resolve user concerns related to account access, application functionality, billing, and product features
• Escalate technical issues and complex cases to the engineering team with detailed and reproducible reports
• Create, maintain, and update help articles, FAQs, and response templates as the product evolves
• Monitor recurring customer issues and share insights with product and engineering teams to support continuous improvement
• Assist users with onboarding, account configuration, and feature adoption to enhance their overall experience
• Conduct follow-ups on resolved cases to ensure customer satisfaction and successful issue closure

Requirements:

• 1-3 years in a customer support, help desk, or user-facing role
• Excellent written communication — clear, concise, and professional tone in every interaction
• Strong verbal communication — able to articulate issues and solutions clearly
• Empathetic and patient — able to handle frustrated users with composure and care
• Detail-oriented — able to document issues clearly and follow through on resolutions
• Comfortable learning new software tools quickly and navigating technical products
• Organized and self-driven — able to manage multiple conversations and prioritize effectively

Interested candidates may apply.

Application Question(s):

• Are you comfortable working onsite from 6 pm to 2 am?

Education:

• Bachelor's (Preferred)

Experience:

• Customer Support: 1 year (Preferred)
• International campaigns: 1 year (Preferred)

Language:

• English fluently (Preferred)

Work Location: In person