customer support lead

Caliberly

Customer Service Manager We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team, ensuring excellent service quality, resolving escalations, collaborating with product and operations to improve customer experience, and maintaining KPIs and SLAs. Key Responsibilities <ul> <li>Lead, coach, and manage a customer service team across channels (email, chat, phone, social media), ensuring fast, accurate, and empathetic responses.</li> <li>Define and monitor KPIs/SLA targets (e.g. First Response Time, Resolution Time, Customer Satisfaction / NPS, Churn related support metrics).</li> <li>Handle escalated customer issues and high priority cases, working across internal teams (Tech, Product, Compliance) to resolve root causes.</li> <li>Develop and maintain processes, scripts, knowledge base, and workflows to ensure consistency, quality, and efficiency in customer interactions.</li> <li>Collaborate with product, operations, fraud, compliance, and engineering teams to feed customer feedback, suggest improvements, and influence roadmaps.</li> <li>Ensure compliance and security in customer communications (e.g. handling of sensitive data, fraud prevention etc.).</li> <li>Implement training programs for new hires and ongoing coaching for the team to upskill on product knowledge, soft skills, tools.</li> <li>Manage staffing, scheduling, and resource allocation to meet demand and business growth.</li> <li>Use customer support tools / CRM systems / ticketing systems to track performance, generate reports, and derive insights.</li> <li>Identify trends in customer feedback / complaints, generate actionable reports, propose improvements to reduce issues, improve UX.</li> <li>Escalation management: setting up escalation paths, ensuring SLAs met for escalations, and maintaining calm with high pressure situations.</li> </ul> Qualifications & Skills <ul> <li>Bachelors degree in Business, Communications, or related field (or equivalent experience).</li> <li>5+ years of experience in customer service / customer support roles, preferably in fintech, payments, banking, or digital services. At least 1 2 years in a lead or supervisory role.</li> <li>Strong understanding of payments / financial services is a plus (how payment flows work, common issues customers face, fraud / risk / dispute processes).</li> <li>Excellent communication skills (written & verbal), empathy, problem-solving, and conflict resolution.</li> <li>Experience with CRM / ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, etc.), tracking metrics, dashboards.</li> <li>Good data literacy: ability to read reports, track KPIs, use data to make process improvements.</li> <li>Ability to manage teams, plan shifts / staffing, forecast workload.</li> <li>Familiarity with regulatory & compliance aspects relevant to customer support (data protection, AML, etc.).</li> <li>Calm under pressure; ability to handle escalations.</li> <li>Multilingual skills a plus depending on customer base.</li> </ul> What We Offer Competitive salary & benefits. Opportunity to work in a fast-growing payments / fintech environment. Potential for career growth into operations, product, or CX leadership roles. Work with modern customer support tools, analytics, feedback loops. Apply now!<img src="https://www.jobg8.com/Tracking.aspx?Lpr6zL7TZRFoYek7LvU23wTyw7kf4qnLy" width="0" height="0" />

Customer Service Manager

Khalid Foods

Job Title: Confirmation Head Location: Karachi (On-site) Experience Required: Minimum 2 Years (Customer Support / E-commerce) Employment Type: Full-TimeAbout Us:We are an expanding e-commerce brand seeking a Confirmation Head to lead our customer support and order verification operations. The ideal candidate will have prior experience in E-commerce customer support, especially in order confirmation and follow-up processes, along with a strong understanding of Pakistan&rsquo;s geography and address structures.Key Responsibilities:<ul><li>Supervise and manage the confirmation team to ensure all customer orders are verified timely and accurately.</li><li>Handle escalations and special customer cases requiring senior attention.</li><li>Monitor call quality and ensure the confirmation team maintains brand tone and professionalism.</li><li>Train and guide team members for improved efficiency and conversion rates.</li><li>Maintain daily records of confirmed, pending, and cancelled orders.</li><li>Collaborate with the dispatch and operations teams for smooth order processing.</li><li>Analyze data and prepare performance and confirmation reports.</li></ul>Requirements:<ul><li>Minimum 2 years of experience in Customer Support / Order Confirmation in an E-commerce setup.</li><li>Strong command over customer communication (Urdu &amp; English).</li><li>Must have good knowledge of Pakistan&rsquo;s cities, districts, and address structures.</li><li>Excellent leadership, problem-solving, and reporting skills.</li><li>Ability to multitask and handle high call volumes efficiently.</li></ul>What We Offer:<ul><li>Opportunity to lead a growing team in a dynamic startup environment.</li><li>Competitive salary and performance-based incentives.</li><li>Friendly and result-oriented work culture.</li></ul>Job Type: Full-timePay: Rs55,000.00 - Rs70,000.00 per monthWork Location: In person

Confirmation Head

Bloomingbox.com

About the RoleWe're looking for a dynamic Customer Experience Team Lead to join our growing organization. In this role, you'll lead a dedicated team focused on delivering exceptional customer experiences across all touchpoints. You'll play a crucial role in building customer loyalty, driving satisfaction metrics, and ensuring our service standards exceed expectations.What You'll DoTeam Leadership &amp; Development<ul><li>Lead and inspire a team of customer service professionals to deliver outstanding service</li><li>Provide coaching, mentoring, and on-the-job training to develop team capabilities</li><li>Manage performance and support professional growth of team members</li><li>Foster a positive team culture aligned with company values</li></ul>Customer Experience Management<ul><li>Oversee customer interactions across multiple channels (email, chat, phone, social media)</li><li>Handle escalated customer concerns with empathy and effective resolution strategies</li><li>Implement and analyze customer feedback programs to drive continuous improvement</li><li>Collaborate with Marketing on customer-focused campaigns and initiatives</li><li>Monitor product availability and communicate with stakeholders to maximize customer satisfaction</li></ul>Operational Excellence<ul><li>Ensure consistent service quality and process compliance across the team</li><li>Provide management coverage during operational hours (on-site or remote)</li><li>Optimize customer service workflows and processes</li><li>Prepare and analyze performance reports to identify improvement opportunities</li><li>Support cross-functional projects aimed at enhancing the customer journey</li></ul>Success in This Role Means<ul><li>Driving improvements in key metrics including NPS (Net Promoter Score) and customer satisfaction</li><li>Increasing team efficiency while maintaining service quality</li><li>Contributing to revenue growth through excellent customer experience</li><li>Building strong cross-departmental relationships</li></ul>What You'll NeedExperience<ul><li>3+ years in customer service roles with demonstrated success</li><li>Previous supervisory or team lead experience</li><li>Experience managing customer interactions across multiple channels</li><li>Call center experience is beneficial</li></ul>Skills &amp; Abilities<ul><li>Strong problem-solving abilities and decision-making skills</li><li>Excellent communication skills in English and Arabic</li><li>Customer-centric mindset with genuine passion for service excellence</li><li>Tech-savvy with experience using CRM systems and digital communication tools</li><li>Ability to analyze data and translate insights into action</li></ul>Education<ul><li>Bachelor's degree in Business, Marketing, or Communications is advantageous</li></ul>This position offers the opportunity to make a significant impact on our customer experience strategy while developing your leadership skills in a supportive environment.Job Type: Full-timePay: AED6,000.00 - AED7,000.00 per month

Supervisor Customer Service

V-Edge Software Labs

Role: Customer Support - SupervisorJOB DESCRIPTION:<ul><li>Education: Diploma / Any degree.</li><li>Experience: 3-5 years of experience in Customer Support, Logistics or A Related Field.</li></ul>Required Characteristics:1. Proficiency in Oracle software &amp; Order Management Systems. 2. Proficiency in Microsoft 365 application including Word, Excel, PowerPoint &amp; Outlook. 3. Ability to prioritize tasks and manage multiple deadlines. 4. Good in communication skills.RESPONSIBILITIES:1. Identify and resolve issues related to orders, invoices, and shipments. 2. Collaborate with logistics and warehouse teams to ensure smooth order fulfilment. 3. Communicate with customers and internal teams regarding order status and issues. 4. Coordinate invoices and shipments with account managers, internal departments, and customers. 5. Ensure accurate documentation and timely order fulfilment.Job Type: Full-timePay: Up to &#8377;30,000.00 per monthWork Location: In person

Customer Support

justclean

Job Summary:The Customer Service Team Leader is responsible for supervising and guiding a team of customer service representatives to ensure excellent service delivery, high customer satisfaction, and efficient handling of inquiries and complaints. The role involves coaching, monitoring performance, analysing service metrics, and implementing process improvements to enhance the customer experience.Key Responsibilities:<ul><li>Supervise, motivate, and support the customer service team to achieve individual and team KPIs.</li><li>Handle escalated customer issues and ensure timely and effective resolution.</li><li>Monitor daily operations and ensure consistent service quality and productivity.</li><li>Conduct regular team meetings to communicate updates, provide feedback, and promote engagement.</li><li>Evaluate team performance through call reviews, reports, and customer feedback.</li><li>Train and mentor new team members to ensure proper onboarding and skill development.</li><li>Prepare and present performance reports to management on service levels and customer satisfaction.</li><li>Identify opportunities for process improvement and contribute to the development of service policies.</li><li>Ensure compliance with company policies, service standards, and data protection regulations.</li><li>Foster a positive, customer-focused culture within the team.</li></ul>Qualifications and Skills:<ul><li>Bilingual (Arabic/English) abilities are a Must.</li><li>Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (preferred).</li><li>Minimum 3&ndash;5 years of experience in customer service, including at least 1&ndash;2 years in a supervisory or team leader role.</li><li>Strong leadership and people management skills.</li><li>Excellent communication, problem-solving, and conflict-resolution abilities.</li><li>Proficiency in CRM systems and Microsoft Office Suite.</li><li>Ability to work under pressure and manage multiple priorities.</li><li>Strong analytical and reporting skills.</li></ul>Job Type: Full-timePay: E&pound;12,000.00 per month

Customer Service Team Leader

Johnson Brothers

<div>About Us 
At Johnson Brothers, we&rsquo;re a family-owned wine, spirits, and beer distributor with a proud history of exceptional service and lasting relationships. We&rsquo;re looking for an experienced and people-focused Office Manager to lead our Customer Service team and ensure every interaction reflects our company&rsquo;s commitment to quality, accuracy, and care. 
What You&rsquo;ll Do 
As the Office Manager, you&rsquo;ll oversee our Customer Service Representatives and play a key role in creating a positive experience for our customers and internal partners. You&rsquo;ll provide leadership, training, and day-to-day guidance to ensure the team delivers responsive, accurate, and friendly support.
Job Description:
Key Responsibilities<ul><li> Lead and develop the customer service team to ensure timely, accurate, and professional service.</li><li> Handle escalated customer inquiries and resolve complex issues with urgency and empathy.</li><li> Partner with Sales, Operations, and other departments to ensure smooth order flow and communication.</li><li> Monitor service metrics, analyze customer feedback, and identify opportunities to improve service and processes.</li><li> Coach and mentor team members, providing regular feedback, training, and performance development.</li><li> Stay current on company products, promotions, and systems to support both customers and team members.</li><li> Manage reporting and documentation related to customer service performance and satisfaction.</li><li> Support and promote a culture of collaboration, accountability, and continuous improvement.</li></ul>
What We&rsquo;re Looking For<ul><li> 3+ years of experience in customer service leadership or office management.</li><li> Strong ability to coach, develop, and motivate a team in a fast-paced environment.</li><li> Excellent communication, problem-solving, and relationship-building skills.</li><li> Strong understanding of customer service software, databases, and reporting tools.</li><li> Experience with Oracle NetSuite a plus.</li><li> High level of organization, attention to detail, and ability to manage multiple priorities.</li><li> Strategic thinker who can identify improvements and lead change effectively.</li><li> Customer-focused mindset and a passion for delivering great service.</li></ul>
Worker Sub-Type:
Regular
Time Type:
Full time</div>

Office Manager

Smart Talent

We are seeking a highly motivated and experienced Customer Service Manager to lead our customer support team and ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction. The ideal candidate will be responsible for developing service procedures, implementing customer loyalty programs, and managing the day-to-day operations of the customer service team.Lead, mentor, and manage the customer service team (voice, email, chat, and social media support).Develop and implement customer service policies, procedures, and standards.Monitor team performance through KPIs such as CSAT, NPS, AHT, FCR, and SLA compliance.Handle complex customer complaints and escalations in a professional and timely manner.Collaborate with cross-functional teams (Operations, Sales, IT, Product) to ensure customer-centric operations.Manage shift schedules, workforce planning, and performance evaluations.Oversee CRM tool usage (e.g., Zendesk, Freshdesk, Salesforce) and ensure full adoption and optimization.Conduct regular training sessions to improve product knowledge, communication skills, and service quality.Analyze customer feedback and suggest improvements to enhance the customer journey.Prepare and present weekly/monthly reports to senior management.Ensure compliance with company policies and relevant legal requirements.Required Education for Position*BachelorsRequired Experience for Position*3-4 YearsJob Type: Full-timePay: Rs250,000.00 per monthWork Location: On the road

Manager Customer Experience

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