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customer escalation manager

TEKHQS

<div>
 
 About The Job
 
 
 
 Own and manage critical customer escalations for large enterprise customers (primarily utility companies &amp; investor-owned utilities).
 
 
 Act as the single point of contact during incidents, managing customer communication, hosting/leading calls, and tracking action items to closure.
 
 
 Collaborate with Engineering, Support, and Cloud Operations to resolve incidents involving APIs, Node.js services, web servers, load balancers, Cloudflare CDN, and other infrastructure components.
 
 
 Apply technical troubleshooting/programming background to accelerate resolution.
 
 
 Domain knowledge of utility messaging and extreme weather notifications is a strong plus.
 
 
 
 Responsibilities
 
 
 
 
 Incident Management
 
 
 
 <ul>
 <li>
 Serve as primary customer contact during critical incidents.
 </li>
 <li>
 Schedule and lead escalation calls, ensuring updates and agreed next steps are clear.
 </li>
 <li>
 Track and drive all action items to closure.
 </li>
 <li>
 Partner with Customer Success Managers (CSMs) to align escalation handling with account strategy.
 
 
 
 </li>
 </ul>
 
 Technical Oversight
 
 
 
 <ul>
 <li>
 Oversee resolution of incidents involving APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infra.
 </li>
 <li>
 Translate technical issues into business impact for customers.
 </li>
 <li>
 Provide hands-on troubleshooting or code/configuration review if technically capable.
 
 
 
 </li>
 </ul>
 
 Cross-Functional Coordination
 
 
 
 <ul>
 <li>
 Collaborate with Engineering, Support, and Cloud Ops to break down complex issues into actionable steps.
 </li>
 <li>
 Align on incident priorities, deadlines, and dependencies.
 </li>
 <li>
 Escalate internally when blockers threaten resolution timelines.
 
 
 
 </li>
 </ul>
 
 Communication &amp; Reporting
 
 
 
 <ul>
 <li>
 Send frequent, accurate status updates to customers and stakeholders.
 </li>
 <li>
 Keep leadership informed of status, risks, and mitigation.
 </li>
 <li>
 Document incident details, root cause, and resolution for post-incident reviews.
 
 
 
 </li>
 </ul>
 
 Post-Incident Activities
 
 
 
 <ul>
 <li>
 Validate resolution with the customer before closing.
 </li>
 <li>
 Conduct post-mortems to identify lessons learned and process improvements.
 </li>
 <li>
 Update internal playbooks and knowledge base.
 
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 
 Required:
 
 
 
 <ul>
 <li>
 5+ years in customer-facing roles in enterprise SaaS, technical support, or incident management. 8+ years of IT experience.
 </li>
 <li>
 Strong technical understanding of APIs, Node.js, servers, load balancers, Cloudflare CDN, and cloud infrastructure.
 </li>
 <li>
 Proven track record coordinating high-severity incidents across multiple teams.
 </li>
 <li>
 Exceptional communication skills for technical and executive audiences.
 </li>
 <li>
 Strong organizational skills; ability to manage multiple escalations under pressure.
 </li>
 <li>
 Flexibility to work across the US Eastern/Pacific time zones.
 
 
 
 </li>
 </ul>
 
 Preferred:
 
 
 
 <ul>
 <li>
 Background as a programmer or technical engineer.
 </li>
 <li>
 Experience with utility messaging &amp; extreme weather notification systems.
 </li>
 <li>
 Knowledge of ITIL incident management practices.
 </li>
 <li>
 Familiarity with SaaS architecture, cloud hosting, and distributed systems.
 </li>
 <li>
 Understanding of utility industry regulations &amp; operations.
 
 
 
 </li>
 </ul>
 
 About us:
 
 
 
 TEKHQS is a global technology solutions provider headquartered in Lake Forest, California, with an offshore team of 300+ experts based in Pakistan. We specialize in Web 2.0 (Web &amp; Mobile App Development), Web 3.0 (Blockchain &amp; Crypto Platform Development), AI/ML Solutions, and ERP services as a certified partner of SAP S/4HANA, Oracle NetSuite, and Microsoft Dynamics 365 Business Central. Our expertise includes implementation, training, customization, integration, support, IT staff augmentation, and certified ERP consultancy.
</div>

Customer Escalation Manager

King Revolution Inc

The Operations Assistant Manager is responsible for overseeing all day-to-day activities across technical, routing, NOC, swaps, and commercial departments to ensure seamless VoIP service delivery. This role involves cross-functional leadership, performance monitoring, team development, issue resolution, and continuous process improvement. The Operations Assistant Manager drives strategic execution and ensures all operational KPIs, and SLAs are met with efficiency and precision.KEY RESPONSIBILITIES: Leadership and Team Oversight: &middot; Supervise and support department leads including Routing, NOC, Commercial, Swaps, Testing, and Training teams.&middot; Assign responsibilities, ensure role clarity, and maintain accountability across departments.&middot; Coach team leads and potential future leaders to prepare them for delegation and vertical growthPerformance Monitoring &amp; Reporting: &middot; Oversee daily operations and traffic performance.&middot; Monitor KPIs for Each role in Each Department.&middot; Review reports and dashboards regularly to identify trends and resolve bottlenecks.SWAP &amp; Routing Coordination: &middot; Coordinate with the Market Maker and Swaps Manager to ensure optimized route management and minimal loss.&middot; Manage commercial swap strategies to maximize profit and quality.Process Development &amp; Optimization: &middot; Design, implement, and improve SOPs for NOC (Voice), troubleshooting, Market maker and swaps workflows.&middot; Streamline interdepartmental processes and promote documentation practices.Vendor &amp; Customer Operations: &middot; Oversee provisioning, rate updates, and coordination with customers/vendors for technical, commercial requirements and billing (Offset/net off)&middot; Supervise resolution of escalated issues from clients or vendors.Training &amp; Development: &middot; Identify skill gaps and ensure regular training cycles through the Training Manager.&middot; Promote continuous learning and knowledge documentation across teams.Meeting &amp; Communication: &middot; Lead daily stand-ups, weekly strategy sessions, and department syncs.&middot; Represent Operations in cross-functional or executive meetings.Crisis Handling &amp; Escalation: &middot; Act as the point of escalation for technical outages, critical customer/vendor concerns, and interdepartmental conflicts.&middot; Ensure 24/7 service continuity by coordinating emergency responses.Strategic Planning &amp; Growth: &middot; Contribute to company-wide strategy from an operations standpoint.&middot; Propose automation, tools, and structural improvements to scale operations effectively.Qualifications:<ul><li>Bachelor&rsquo;s degree in Computer Science (BSCS), Telecommunications Engineering, Information Technology (BSIT), or Software Engineering.</li><li>3&ndash;4 years of experience in VoIP operations, technical service delivery, or related fields.</li></ul>Job Type: Full-timePay: Rs120,000.00 - Rs130,000.00 per monthWork Location: In person

Assistant Operations Manager

CLICKSINN

<div>
 
 
 Customer Service Representative
 
 
 
 
 
 
 
 🔹 Job Title:
 
 Customer Service Representative (English)
 
 
 
 📍 Location:
 
 Johar Town Near Doctor Hospital Lahore, Pakistan
 
 
 
 📅 Employment Type:
 
 Full-time | Immediate Hiring
 
 
 
 💼 Company:
 
 ClicksInn Pvt. Ltd.
 
 
 
 🗓 Working Days:
 
 Monday to Sunday
 
 
 
 
 
 🏢 About ClicksInn Pvt. Ltd.
 
 
 ClicksInn Pvt. Ltd. is a performance-driven digital marketing agency delivering top-tier social media advertising and lead generation solutions across the UAE, USA, and Pakistan. As we scale our global operations, we're hiring talented and dedicated
 
 Customer Service Representatives
 
 to support our customer engagement and service quality across all time zones.
 
 
 
 
 
 🎯 Key Responsibilities:
 
 <ul>
 <li>
 Handle incoming
 
 chats
 
 ,
 
 voice messages
 
 , and client queries in English
 </li>
 <li>
 Maintain and organize data in
 
 Google Sheets
 
 or
 
 Excel
 
 </li>
 <li>
 Conduct regular
 
 chat audits
 
 to ensure service consistency
 </li>
 <li>
 Send
 
 bulk messages
 
 to clients via WhatsApp Business, email, or CRM platforms
 </li>
 <li>
 Coordinate with internal teams for follow-ups and escalation handling
 </li>
 <li>
 Provide excellent, timely, and courteous customer service
 </li>
 </ul>
 
 
 
 
 ✅ Requirements:
 
 <ul>
 <li>
 Strong command of
 
 written and spoken English
 
 </li>
 <li>
 Experience in
 
 customer support
 
 ,
 
 live chat
 
 , or
 
 virtual assistance
 
 (preferred)
 </li>
 <li>
 Proficiency with
 
 spreadsheets
 
 (Google Sheets / Excel)
 </li>
 <li>
 Ability to manage multiple conversations and tasks simultaneously
 </li>
 <li>
 Tech-savvy, detail-oriented, and self-motivated
 </li>
 <li>
 Must be available to work
 
 Monday to Sunday
 
 </li>
 <li>
 One day leave in a week
 </li>
 </ul>
 
 
 
 
 🔄 Shift Schedule (24/7 Operations):
 
 
 You will be assigned to
 
 one fixed shift
 
 .
 
 
 
 1️⃣ First Shift:
 
 9:00 AM &ndash; 9:00 PM (PKT)
 
 
 
 2️⃣ Second Shift:
 
 09:00 PM &ndash; 09:00 AM (PKT)
 
 
 
 
 
 
 Note: Final shift assignment depends on company requirements.
 
 
 
 
 
 
 ⭐ Preferred Skills (Nice to Have):
 
 <ul>
 <li>
 Experience with
 
 WhatsApp Business
 
 ,
 
 CRM tools
 
 , or
 
 live chat platforms
 
 </li>
 <li>
 Knowledge of
 
 digital marketing
 
 or
 
 eCommerce
 
 </li>
 <li>
 Prior experience in
 
 remote working
 
 or
 
 international support
 
 </li>
 </ul>
 
 
 
 
 🎁 What We Offer:
 
 <ul>
 <li>
 Work with global clients and diverse digital projects
 </li>
 <li>
 Supportive team environment with training and growth potential
 </li>
 <li>
 Long-term career opportunity within a growing agency
 </li>
 </ul>
</div>

Customer Service Representative

Dost Solutions

Key Responsibilities<ul><li>Review Management: Monitor and respond to user reviews on the App Store and Google Play. Ensure users know we&rsquo;re committed to resolving their issues while maintaining a positive public image and app rating.</li><li>User Support: Handle incoming user emails, providing assistance, troubleshooting tracking or account-related issues, and ensuring timely resolutions.</li><li>Escalation Management: Proactively escalate urgent or widespread issues directly to the development team, enabling swift resolution to maintain app functionality and user satisfaction.</li><li>Communication: Maintain a professional yet friendly tone in all interactions to foster trust and loyalty among users.</li></ul>Qualifications<ul><li>1+ year of experience in Online Customer Support</li><li>Excellent written (English) communication skills with the ability to adapt tone and style based on the audience.</li><li>Strong problem-solving abilities and attention to detail to ensure accurate and effective issue resolution.</li><li>Ability to prioritize and escalate urgent matters appropriately.</li><li>Customer-focused mindset with a commitment to delivering a positive user experience.</li><li>Familiarity with mobile apps and basic troubleshooting processes is a plus.</li><li>This position is ideal for someone passionate about helping users, solving problems, and contributing to the success of a growing app by ensuring player satisfaction.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>Are you willing to work with these timings</li><li>Are you willing to commute to the office location</li></ul>Work Location: In person

Instacare Technologies

Job Summary:The Customer Success Team Lead is responsible for ensuring customer satisfaction, retention, and growth by managing a team of customer success representatives. This role focuses on driving excellent customer experiences, building long-term relationships, and ensuring clients achieve maximum value from the company&rsquo;s products or services.Key Responsibilities:1. Team Leadership &amp; Management<ul><li>Lead, mentor, and support the customer success team to ensure high performance and engagement.</li><li>Set clear goals and KPIs for team members and regularly review performance.</li><li>Conduct training sessions and provide coaching to enhance communication, product knowledge, and problem-solving skills.</li></ul>2. Customer Relationship Management<ul><li>Build and maintain strong relationships with key customers to ensure satisfaction and loyalty.</li><li>Act as an escalation point for complex customer issues and ensure timely resolution.</li><li>Regularly check in with clients to understand their needs, pain points, and expectations.</li></ul>3. Process Improvement &amp; Service Quality<ul><li>Develop and implement customer success processes to improve efficiency and customer experience.</li><li>Monitor customer feedback and suggest actionable improvements to internal teams.</li><li>Ensure that support requests and inquiries are handled promptly and professionally.</li></ul>4. Retention &amp; Growth<ul><li>Work closely with the sales and account management teams to identify upsell and cross-sell opportunities.</li><li>Track customer health scores, renewal rates, and churn metrics.</li><li>Develop retention strategies to reduce customer churn and increase satisfaction.</li></ul>5. Reporting &amp; Analytics<ul><li>Prepare weekly and monthly reports on customer satisfaction, team performance, and key metrics.</li><li>Analyze customer data to identify trends, risks, and opportunities for improvement.</li><li>Present insights and recommendations to senior management.</li></ul>6. Collaboration with Other Departments<ul><li>Coordinate with product, technical, and support teams to ensure smooth client onboarding and issue resolution.</li><li>Share customer feedback with relevant departments to enhance product features and service quality.</li></ul>Key Skills &amp; Competencies:<ul><li>Strong leadership and team management skills</li><li>Excellent communication and interpersonal abilities</li><li>Problem-solving and conflict-resolution expertise</li><li>Customer-centric mindset with strategic thinking</li><li>Strong organizational and analytical skills</li></ul>Education &amp; Experience:<ul><li>Bachelor&rsquo;s degree in Business Administration, Marketing, or a related field</li><li>3&ndash;5 years of experience in customer success, client relations, or account management.</li><li>Prior experience in SaaS or technology-based products is an advantage.</li></ul>Job Type: Full-timePay: Rs70,000.00 - Rs80,000.00 per monthWork Location: In person

Customer success Team Lead

ACE Union

Position Summary: The Operations Officer will support the daily functioning of ACE Union&rsquo;s digital wallet services, focusing on customer issue resolution, card operations, and SLA adherence. This role is essential to ensuring efficient processes, regulatory compliance, and consistently high service standards.Duties &amp; Job Responsibilities: <ul><li>Resolve Ops and cross-department tickets within SLA to avoid breaches.</li><li>Maintain and update the Daily Card Sheet accurately and on time.</li><li>Ensure real-time updates of the Escalation Matrix.</li><li>Track and resolve Intellicon (partner) issues within defined SLAs.</li><li>Monitor ticket status and follow up with relevant teams.</li><li>Contribute to KPI tracking, reporting, and monthly performance reviews.</li><li>Assist in updating SOPs and improving operational workflows.</li></ul>Requirements:<ul><li>Fresh graduate with a Bachelor&rsquo;s degree in Business Administration, Operations Management, Finance, or a related field.</li><li>Basic proficiency in Microsoft Excel and Google Sheets (ability to manage and update daily reports).</li><li>Understanding of digital products or fintech operations is a plus.</li><li>Strong written and verbal communication skills.</li><li>Ability to coordinate effectively with cross-functional teams.</li><li>Detail-oriented with strong problem-solving skills.</li><li>Capable of tracking issues and following up until resolution.</li><li>Ability to manage tasks efficiently and meet strict deadlines (especially SLAs).</li><li>Eagerness to learn operational workflows, SOPs, and compliance standards.</li><li>Willingness to adapt to a fast-paced and dynamic environment.</li><li>Collaborative mindset and a proactive attitude toward continuous process improvement.</li></ul>Job Type: Full-timePay: Rs60,000.00 - Rs70,000.00 per monthWork Location: In person

Operations Officer

Gosafe System Pvt. Ltd.

<ul><li>We are looking for a Technical Support Engineer for vehicle tracking system to provide enterprise-level assistance to our customers (Tracking companies).</li><li>Taking ownership of customer issues reported and seeing problems through to resolution.</li><li>Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.</li><li>Resolve software and hardware problems and help our customers install applications and programs.</li><li>Resolving issues using remote desktop connections to provide immediate support.</li><li>Diagnose and troubleshoot technical issues, including account setup.</li><li>Ask customers targeted questions to quickly understand the root of the problem.</li><li>Talk clients through a series of actions, either via phone, email or chat, until they&rsquo;ve solved a technical issue.</li><li>Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)</li><li>Provide prompt and accurate feedback to customers.</li><li>Refer to internal database or external resources to provide accurate tech solutions.</li><li>Ensure all issues are properly logged.</li><li>Prioritize and manage several open issues at one time.</li><li>Follow up with clients to ensure their IT systems are fully functional after troubleshooting.</li><li>Prepare accurate and timely reports.</li></ul>Requirements:<ul><li>Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role</li><li>Hands-on experience with tracking software and tracking devices will be a plus</li><li>Good understanding of computer systems, mobile devices and other tech products</li><li>Ability to diagnose and troubleshoot basic technical issues</li><li>Familiarity with remote desktop applications</li><li>Excellent problem-solving and communication skills</li><li>Ability to provide step-by-step technical help, both written and verbal</li><li>BS degree in Information Technology, Computer Science or relevant field</li></ul>Job Type: Full-timePay: Rs40,000.00 - Rs45,000.00 per monthWork Location: In person

Software Support Officer-IT

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Customer Escalation Manager

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Customer Service Representative

Customer Service Representative

Customer success Team Lead

Operations Officer

Software Support Officer-IT