Customer Support Specialist (SaaS, Email & Live Chat Support)

Location: Valencia Town, Lahore, Pakistan (On-site)

Working Hours: 8:00 AM – 5:00 PM EST (Mon–Fri)

(Timings may vary based on operational needs)

About TechSea

TechSea is a SaaS-based IT company offering an AI-Powered All-in-One Career Suite — a smart career development platform used by U.S.-based universities, colleges, and individual professionals . Our tool helps students and professionals build career readiness, enhance employability, and successfully enter the job market.

Position Overview

We are looking for a Customer Support Specialist (Email & Live Chat) who will deliver timely, accurate, and high-quality support to our users — primarily through live chat and email . The ideal candidate will play a key role in ensuring a smooth customer experience, assisting users with product queries, handling service requests, and maintaining strong communication with internal teams.

Key Responsibilities

Live Chat Support

• Respond promptly to student and professional user inquiries via live chat within specified response times.
• Provide clear, accurate, and empathetic answers to questions related to our AI Career Suite product.
• Identify recurring issues and report feedback to the product team for continuous improvement.
• Maintain high standards of tone, accuracy, and grammar in all written communications.

Email & General Customer Support

• Manage customer emails regarding our Resume Writing and related services .
• Assign new orders to the internal team and track progress through our CRM.
• Handle customer disputes, refunds, and order follow-ups in coordination with relevant departments.
• Reach out to inactive customers via email or phone to re-engage and ensure satisfaction.

Internal Coordination

• Communicate effectively with internal teams through Slack .
• Use Zendesk to manage support tickets, chats, and emails efficiently.
• Log and track all customer interactions to ensure transparency and accountability.
• Perform additional support or administrative tasks as assigned by management.

Requirements

• Bachelor’s degree (required).
• Minimum 2 years of experience in Customer Support or a related field (preferably SaaS or IT-based).
• Strong command of English (written and verbal) — with excellent grammar, clarity, and tone.
• Hands-on experience with CRM and support tools (Zendesk, GoHighLevel, Slack, or similar).
• Ability to multitask, prioritize effectively, and manage time under pressure.
• Customer-focused attitude with patience, empathy, and problem-solving skills.
• Availability to work 8:00 AM – 5:00 PM EST (Mon–Fri) and adjust to changing shifts if required.

What We Offer

• Competitive Salary: We value your expertise and ensure you are rewarded fairly.
• Health Coverage: Your health and well-being are a priority for us.
• Fuel Allowance: We provide support for your commute.
• Company-Provided Equipment: Receive all the necessary tools (laptop, internet, screens, etc.) to work efficiently.
• Collaborative Team Environment: Join a supportive and dynamic group of professionals.
• Career Growth: Opportunities for professional development and advancement.
• Generous Paid Time Off: Enjoy a healthy work-life balance with ample vacation time.
• Paid Maternity and Paternity Leave: We support your family’s important milestones.
• Cultural Exposure: Work with a diverse, multicultural team.

US-Based Projects: Gain valuable experience working with US-based clients and companies.