Marketplace Support Team Lead (Logistics / Supply Chain)

Location: Lahore, Pakistan (On-site) Company: Tazamun Technologies (Pakistan Office) Experience: 10+ Years Minimum (Senior Leadership Role)

About Tazamun Technologies Tazamun Technologies is a digital transformation leader, empowering businesses with strategy, automation, and cloud solutions. We are building a high-performance team in our Lahore office to support our expanding global operations.

Role Description We are seeking a highly experienced Marketplace Support Team Lead to manage the operational heartbeat of our B2B Logistics Marketplace, CargoWeb. This senior role involves leading and optimizing the entire support function—spanning onboarding, booking, tracking, and financial reconciliation—to ensure the platform offers a superior user experience.

Key Responsibilities:

• Team Leadership: Hire, train, and mentor support staff across all specializations. Monitor and improve performance metrics such as response times, resolution speed, and FF covers.
• Operational Excellence: Implement strict Service Level Agreements (SLAs) and escalation protocols. Define, document, and enforce Standard Operating Procedures (SOPs) for all support workflows to identify and close process gaps.
• Platform Knowledge Strategy: Maintain a central knowledge base for internal teams and user self-service. Manage ongoing training and refresher courses for employees to ensure deep platform expertise.
• Strategic Reporting: Analyze operational data to identify trends and bottlenecks. Produce reports tracking onboarding success, booking issues, tracking difficulties, and financial support cases.

Qualifications & Requirements:

• Experience: 10+ years minimum in customer service, support management, or customer success.
• Industry Expertise: Proven experience in Logistics, Freight Forwarding, or Supply Chain sectors is essential.
• Operational Mindset: Strong capability in data-driven decision-making and process optimization.
• Technical Familiarity: Experience with digital marketplaces, SaaS services, or logistics software.
• Education: Bachelor’s or Master’s degree in Supply Chain Management, Business Administration, or a related field.

How to Apply Interested senior candidates should email their CV/Resume directly to: job@tazamun.com.sa

Job Type: Full-time

Work Location: In person