Customer Support Team Lead / CX Operations Lead

Job Summary

We are looking for a highly capable and proactive Customer Support Team Lead to oversee daily customer support operations for a fast-paced mobility/ride-hailing environment. The ideal candidate must be experienced in managing escalations, leading frontline support teams, improving SOPs, and ensuring exceptional rider and driver experience.

This role requires a strong operations mindset, emotional intelligence, quick decision-making, and the ability to perform under pressure.

Key Responsibilities Daily

1. Operations Management

• Oversee multi-channel customer support operations including calls, WhatsApp/chat, and email support
• Monitor live queues and ensure SLA adherence
• Intervene during high-volume or critical operational situations

2. Escalation Handling

• Personally manage high-priority escalations including:
• Rider complaints
• Driver disputes
• Fraud-related concerns
• Safety incidents
• Act as final decision authority for complex customer cases

3. SOPs & Quality Control

• Develop and improve:
• Call scripts
• Chat/email templates
• Escalation workflows
• Quality assurance standards
• Ensure consistent communication standards across the support team

4. Team Leadership & Coaching

• Conduct daily huddles and performance reviews
• Monitor agent performance through call listening and feedback sessions
• Create improvement plans for underperforming agents
• Maintain a coaching-driven leadership environment

5. Customer Experience Ownership

• Improve overall rider and driver satisfaction
• Identify and resolve friction points in:
• Booking issues
• Payment disputes
• Driver behavior complaints

6. Reporting & Insights

• Maintain dashboards and operational reports
• Analyze complaint trends and root causes
• Recommend process and product improvements

7. Cross-Functional Coordination

• Coordinate with Operations, Tech, and Marketing teams regarding:
• Driver operations
• App/system issues
• Campaign-related support impact

Requirements

1. Education

• Bachelor’s degree in Business, Communications, or related field preferred
• CX, customer support, or call center certifications are a plus

2. Experience

• 3–6 years of relevant experience
• Minimum 1–2 years managing customer support teams
• Experience in ride-hailing, telecom, BPO, e-commerce, or fintech industries preferred

3. Skills & Competencies

• Excellent communication skills in Urdu and English
• Strong escalation and crisis handling abilities
• Leadership and team coaching experience
• Ability to make decisions under pressure
• Understanding of KPIs, SLAs, dashboards, and performance metrics
• Familiarity with CRM/ticketing systems

4. Preferred Skills

• Exposure to chatbots, automation, or AI-assisted support
• Process improvement mindset
• Real-time operations management experience

Ideal Personality Traits

• Calm under pressure
• Ownership mindset
• Highly solution-oriented
• Strong emotional intelligence
• Fast and action-driven decision maker

Why Join Us?

• Opportunity to build scalable support systems
• High-impact leadership role
• Fast-growing operational environment
• Career growth and team-building exposure

Application Question(s):

• How many years of experience do you have in customer support operations?
• How many team members have you managed directly?
• Have you previously managed a customer support team in a ride-hailing, BPO, telecom, fintech, or e-commerce environment?

Yes / No

• Describe a difficult customer escalation you handled successfully.
• Have you worked with SLA/KPI-based support environments?

Yes / No

• Which KPIs have you managed previously?

CSAT
AHT
FCR
SLA
Queue Management
Other

• Are you comfortable communicating professionally in both Urdu and English?

Yes / No

• We are located in Bahria Town Phase 7, are you comfortable to commute to our location?
• How much salary are you expecting for this role?
• Answering all questions is mandatory, have you answered all the above questions?

Yes/No

Work Location: In person