Experience Support Lead

Grade Level: L1/L2

Location: Faisalabad

Last date to apply: 18th September 2025

What is Experience Support Lead?

The Experience Support Lead works closely with the Customer Experience and Sales Teams to enhance customer satisfaction and strengthen the overall outlook of the Jazz Franchises.

This role reports to the Experience Support Manager, who is responsible for managing the overall Customer experience of Franchises within the assigned Region.

What does Experience Support Lead do?

As Experience Support Lead , you will be responsible for:

Customer Experience Improvement:

• Manage monthly Customer Experience KPIs
• Develop and implement roadmaps for franchise team development and system enhancements.
• Audit and optimize customer journeys at the franchise to simplify processes and enhance satisfaction.

Training & Development:

• Organize training sessions for franchise staff to strengthen customer service excellence.

Access Management :

• Ensure proper access controls and compliance for franchise systems.

Case Management:

• Monitor, manage, and close customer service cases effectively and maintain service level.

Franchise Pulse Visibility :

• Provide stakeholders with visibility on franchise performance, trends, and customer pulse insights.

Franchise & Stakeholder Management:

• Collaborate with Franchise Owners, CCRs, and Area Managers to understand franchise dynamics.
• Motivate, counsel, and support franchise and customer channels in line with profitability models.
• Conduct regular franchise visits to ensure alignment and progress on initiatives.

Jazz is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

What are we looking for and what does it require to be Experience Support Lead?

We are looking for an individual who brings both expertise and passion for customer excellence:

• Professional experience in managing customers and resolving service concerns.
• Proven track record in handling end-to-end customer query resolution and coordination.
• Strong knowledge of telecom products and hands-on expertise in customer management systems.
• Analytical mindset with the ability to identify improvement areas in customer experience.
• Skilled in stakeholder management and implementing standardized action plans.
• Leadership aptitude to balance franchise expectations with organizational goals for improved customer interaction.
• Proficient in MS Office, especially MS Excel.
• Strong communication and interpersonal skills.
• Strong relationship management and vendor management capabilities.

Why join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70+ million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.