customer support lead

AGFA

<div><div>For the region Middle East Agfa HealthCare is currently looking for a <b>IT Customer Support Lead</b>.</div><br>
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Our focus is 100% on providing best-of-suite Enterprise Imaging solutions (PACS/ RIS) that enable secure, effective and sustainable imaging data management, to improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help our customers to achieve their clinical, operational and business strategies.</div><br>
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<div>
A Customer Support Lead executes on-site and remote customer facing support, across the full Agfa provided IT Enterprise Imaging solutions (PACS/ RIS/VNA) .It is essential to have a solid technical and application knowledge, whilst building a strong relationship with customers. Site ownership and management of problematic incidents are key to ensure full SLA compliance.</div><br>
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<div><b>
Job Duties &amp; Accountabilities:</b></div><br>
<div></div>
<ul>
<li>Develop and maintain customer service relationships</li>
<li>Executing regular customer site visits, managing active cases, providing feedback on recent high priority incidents, raising any systems concerns on site.</li>
<li>Ownership of site cases, troubleshooting issues through to resolution.</li>
<li>Liaise with other Agfa Support Teams and third-party suppliers in maintaining services and resolving customer issues.</li>
<li>Attend all relevant meetings with a customer to review, capacity reports and end of life solutions and environments.</li>
<li>Capacity to take control of Service situations, including initiating escalation procedures and following through to customer satisfaction on allocated sites</li>
<li>Provide root cause analysis and improvement recommendations for priority 1 and 2 Incidents.</li>
<li>Drive additional service requests working closely with customers to deliver optimal service.</li></ul><br>
<div></div>
<div>
Profile description:</div>
<div><b>
Technical:</b></div>
<ul>
<li>Tertiary qualifications in Engineering, Computer Science and/or IT (or) at least 3-4 years of relevant work experience.</li></ul><br>
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<div><b>
Experience:</b></div><br>
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<div><b>
General</b></div>
<ul>
<li>Minimum 3-4 years of experience providing technical support to clients with complex, multiple-platform software environment (within healthcare).</li>
<li>Strong knowledge of operating systems including Linux and Windows</li>
<li>Knowledge of VMware and networking.</li>
<li>Understanding of security patching across operating system and application levels.</li>
<li>Knowledge of DICOM, HL7 and hospital workflows (preferred).</li>
<li>Experience with databases (SQL/Oracle) (preferred).</li>
<li>Experience with storage solutions (preferred).</li>
<li>Experience of working within an ITIL disciplined environment.</li></ul><br>
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<div><b>
Specific Skills:</b></div><br>
<div></div>
<ul>
<li>Strong interpersonal skills and customer service focus.</li>
<li>Excellent communication skills (verbal and written).</li>
<li>Positive attitude, proactive, self-starter, both action and results oriented.</li>
<li>Well-developed analytical, diagnostic and problem resolution skills.</li>
<li>A strong team player, maintaining a high level of quality in a challenging environment.</li>
<li>Continuous learning orientation; keeping aware of new and emerging technologies.</li></ul><br>
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<div><b>
Location: Saudi Arabia, Egypt or Dubai
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We offer:</div>
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We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!</div></div><p></p>

IT Customer Support Lead

Strive BPO

<p><b>Hiring: CSR &amp; Self Verifier</b></p><ul><li>Are you confident on calls and looking to grow your career in the BPO industry? Strive BPO (Pvt) Ltd. is hiring!</li></ul><p><b>Qualifications &amp; Skills:</b></p><ul><li>At least 6 months -1 years of experience in tele sales.</li><li>Excellent communication and interpersonal skills.</li><li>Ability to use your judgement and make decisions.</li></ul><p><b>Positions:</b></p><ul><li>Customer Service Representative (CSR)</li><li>Self Verifier</li></ul><p><b>Campaign:</b></p><ul><li>ACA</li></ul><p><b>Additional Information:</b></p><ul><li>Shift Timing: 6:30 PM &ndash; 4:00 AM.</li><li>Walk-in Interviews are encouraged(6:00 PM - 11:00 PM)</li></ul><p><b>Benefits:</b></p><ul><li>Daily,Weekly and Monthly bonuses on top of basic salary.</li></ul><p><b>Location:</b></p><ul><li>3rd Floor, Above Bank Alfalah, Saidpur Road,Block E, Asghar Mall Scheme, Rawalpindi</li><li>Call / <b>WhatsApp: 0332-0070580</b></li></ul><p>Pay: Rs40,000.00 - Rs80,000.00 per month</p><p>Work Location: In person</p>

ACA Customer Support and Lead Verifier-Night Shift

OM Stone

<p>We&rsquo;re looking for a proactive, forward-thinking Customer Service Lead to join our team. This role is ideal for someone who takes ownership, thinks critically, and anticipates needs. The right person sets clear expectations, holds accountability, and coaches others to improve.</p><p>You&rsquo;ll use data to identify trends, make informed decisions, and proactively share insights with leadership to drive improvement. Above all, you lead with integrity, take initiative, and are committed to delivering a seamless customer experience.</p><p><b>SUMMARY:</b></p><p>The Customer Service Lead provides strong, hands-on leadership to the customer service team, setting clear direction, expectations, and accountability across all daily operations. This role is responsible for developing team members, driving performance, and overseeing orders, customer accounts, and all related communication to ensure a seamless experience and consistently high-quality service.</p><p>With a proactive and solutions-oriented mindset, the Lead anticipates customer and operational needs, addresses challenges before they escalate, and ensures clear, timely communication both internally and externally. Success in this role requires strong critical thinking, sound decision-making, and the ability to lead with integrity while fostering a team culture focused on ownership, responsiveness, and long-term relationship building.</p><p><b>ESSENTIAL RESPONSIBILITES </b></p><p><b>Account Management &amp; Customer Service</b></p><p>&middot; Proactively anticipate account needs, identify potential issues early, and implement solutions that strengthen long-term partnerships.</p><p>&middot; Balance customer satisfaction with company priorities, ensuring decisions support both strong service outcomes and overall business objectives.</p><p>&middot; Manage and resolve escalated customer concerns, ensuring issues are addressed quickly and thoroughly.</p><p>&middot; Build and maintain strong relationships with accounts through clear communication, responsiveness, and follow-through.</p><p>&middot; Ensure accurate and consistent documentation of customer activity, feedback, and resolutions.</p><p>&middot; Maintain a deep understanding of products, services, and processes to effectively support both customers and the internal team.</p><p>&middot; Ensure smooth order flow from intake through production by proactively identifying and resolving bottlenecks or miscommunications.</p><p><b>Team Leadership, Training &amp; Development</b></p><p>&middot; Actively build and maintain a team culture of ownership, urgency, and accountability, with a strong focus on delivering a reliable and consistent customer experience.Coach, mentor, and develop team members to strengthen performance, decision-making, and ownership.</p><p>&middot; Develop and drive initiatives that strengthen and elevate the Customer Service team.</p><p>&middot; Create and implement training programs, tools, and resources that support team growth and consistency.</p><p>&middot; Hold team members accountable to established standards, addressing performance gaps directly while supporting growth and consistency.</p><p>&middot; Facilitate regular team meetings to align priorities, communicate updates, and address challenges proactively.</p><p>&middot; Foster a team culture centered on accountability, collaboration, and continuous improvement.</p><p>&middot; Remain actively involved in daily customer service operations, stepping in as needed to support the team and ensure execution meets expectations.</p><p><b>Operational Excellence &amp; Process Improvement</b></p><p>&middot; Own and improve customer service workflows, systems, and procedures to drive efficiency and consistency.</p><p>&middot; Identify gaps in processes and implement proactive solutions that reduce errors and improve the customer experience.</p><p>&middot; Partner cross-functionally to ensure alignment between customer service, production, and overall business operations.</p><p>&middot; Monitor team performance, workload distribution, and efficiency to optimize resources.</p><p>&middot; Ensure adherence to company policies while continuously improving standards and best practices.</p><p>&middot; Make informed, timely decisions that balance customer needs with the company&rsquo;s best interests, including operational efficiency and long-term sustainability.</p><p>&middot; Leverage data and feedback to drive informed decision-making and refine service strategies.</p><p>&middot; Collect and analyze customer service data, identify trends, and communicate key insights and recommendations to leadership and cross-functional stakeholders.</p><p><b>QUALIFICATIONS</b></p><ul><li>Bachelor&rsquo;s Degree (BA) from four-year college or university, or two years of customer service team management experience</li><li>Computer skills required: Microsoft Office Suite</li><li>Experience handling escalated customer issues and complex accounts</li><li>Proven ability to coach, mentor, and support team members&rsquo; growth</li><li>Strong communication skills with the ability to balance empathy and clarity</li><li>Ability to lead by example and foster a positive, team-focused environment</li><li>Comfortable setting clear expectations and supporting team accountability</li><li>Highly organized with strong attention to detail and follow-through</li><li>Proactive mindset&mdash;identifies issues early and works collaboratively toward solutions</li><li>Ability to track and interpret customer service metrics to drive improvements</li></ul><p>Pay: $65,000.00 - $75,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Application Question(s):</p><ul><li>How many years of customer service experience in an office setting do you have?</li><li>How many years of process improvement experience do you have?</li><li>How many years of coaching or developing team members do you have?</li></ul><p>Experience:</p><ul><li>managing a customer service team: 2 years (Required)</li></ul><p>Ability to Commute:</p><ul><li>Hillsboro, OR 97124 (Required)</li></ul><p>Work Location: In person</p>

Customer Service Lead - Granite Wholesale Manufacturing

Cloud Rexpo Pvt. Ltd.

<p><b>Customer Support Lead / CX Manager</b></p><p><b>Location:</b> Bahria Phase 7, Rawalpindi (On-site)<br/><b>Job Type:</b> Full-time<br/><b>Salary:</b> PKR 80,000 &ndash; 100,000 (Based on experience)</p><p><b>About the Role</b></p><p>We are looking for a <b>Customer Support Lead / CX Manager</b> who can <b>build systems, lead teams, and handle high-pressure situations</b> in a fast-paced environment. This role is ideal for someone who goes beyond managing tickets and takes full ownership of customer experience.</p><p><b>Key Responsibilities</b></p><p><b>Operations Management</b></p><ul><li>Oversee multi-channel support (calls, WhatsApp/chat, email)</li><li>Monitor live queues and ensure SLA adherence</li></ul><p><b>Escalation Handling (Critical)</b></p><ul><li>Manage high-priority customer complaints</li><li>Resolve driver disputes (earnings, behavior, fraud)</li><li>Handle safety-related incidents</li><li>Act as final decision-maker on complex cases</li></ul><p><b>SOPs &amp; Quality Control</b></p><ul><li>Develop and improve call scripts, templates, and escalation processes</li><li>Ensure consistent and high-quality customer interactions</li></ul><p><b>Team Leadership</b></p><ul><li>Conduct daily huddles and coaching sessions</li><li>Monitor agent performance and provide feedback</li><li>Manage performance reviews and improvement plans</li></ul><p><b>Customer Experience Ownership</b></p><ul><li>Improve rider and driver satisfaction</li><li>Identify and resolve key friction points in operations</li></ul><p><b>Cross-Functional Coordination</b></p><ul><li>Work closely with Operations, Tech, and Marketing teams</li></ul><p><b>Reporting &amp; Insights</b></p><ul><li>Track KPIs, analyze trends, and provide actionable insights</li></ul><p><b>Requirements</b></p><p><b>Must-Have Skills</b></p><ul><li>Strong communication skills (Urdu &amp; English required; Punjabi is a plus)</li><li>Proven leadership and team management experience</li><li>Ability to handle escalations and make decisions under pressure</li><li>Understanding of KPIs, SLAs, and performance metrics</li></ul><p><b>Good-to-Have</b></p><ul><li>Experience in ride-hailing, logistics, or BPO industry</li><li>Familiarity with CRM/ticketing systems</li><li>Exposure to automation tools or AI-based support systems</li></ul><p><b>Experience</b></p><ul><li>3&ndash;6 years of total experience</li><li>At least 1&ndash;2 years managing a support team (10&ndash;30 agents preferred)</li></ul><p><b>What We&rsquo;re Looking For</b></p><ul><li>Calm under pressure</li><li>Solution-oriented mindset</li><li>Strong ownership and accountability</li><li>High emotional intelligence</li><li>Fast decision-making ability</li></ul><p><b>Why Join Us?</b></p><ul><li>Opportunity to build and scale support systems</li><li>Leadership role with high ownership</li><li>Fast-growing and dynamic work environment</li></ul><p>Job Types: Full-time, Contract<br/>Contract length: 15 months</p><p>Pay: Rs80,000.00 - Rs100,000.00 per month</p><p>Work Location: In person</p>

Team Lead – Customer Support

Headwall Photonics Inc

<div><p><b>Support Lead - Hyperspectral Products</b></p><p><b>
Location:</b> Bolton, MA (on-site) <b>Travel: </b>~20-30% (customer sites, training, field support)</p><p><b>
Target Salary:</b> $95,000-$110,000 depending on experience</p><p><b><br>
About the Role</b></p><p>
We are seeking a Support Lead who thrives at the intersection of technology and customer success. This role is central to ensuring our systems perform reliably in real-world environments and that our customers are confident using them.</p><p>
You'll serve as a hands-on technical expert-troubleshooting issues, guiding customers, and translating complex concepts into clear, actionable insights for a global audience. This role is ideal for someone who enjoys working directly with technology and customers, and who takes pride in delivering consistent, high-quality support.</p><p><b><br>
What You'll Do</b></p><ul><li>
Diagnose and resolve issues across integrated hardware and software systems</li><li>
Own customer support cases end-to-end, from intake through resolution</li><li>
Lead technical troubleshooting calls and root-cause analysis</li><li>
Communicate complex technical topics clearly to diverse, global customers</li><li>
Deliver customer training (remote and on-site)</li><li>
Travel to customer sites for installation support, troubleshooting, and training</li><li>
Partner with engineering to resolve escalated or systemic issues</li><li>
Build documentation and contribute to internal knowledge sharing</li><li>
Serve as a trusted technical resource for customers and internal teams</li></ul><p><b><br>
What We're Looking For</b></p><ul><li>
Strong hands-on troubleshooting and problem-solving skills</li><li>
Ability to understand and work across hardware/software systems</li><li>
Clear, structured communicator-able to explain complex topics to users with varying technical backgrounds and across different cultures</li><li>
High ownership mindset-follows issues through to resolution</li><li>
Comfortable working directly with customers in dynamic environments</li><li>
Team-oriented, pragmatic, and low-ego approach to problem solving</li><li>
Willingness to travel as needed</li></ul><p><b><br>
Ideal Background</b></p><ul><li>
5-10 years in a technical support, field service, or systems role</li><li>
Experience with instrumentation, sensors, imaging, or similar technologies</li><li>
Familiarity with software interfaces, debugging, and system integration</li><li>
Experience supporting international customers is a plus</li></ul><p><b><br>
What Success Looks Like</b></p><ul><li>
Customers rely on you as a trusted and responsive technical partner</li><li>
Issues are resolved efficiently with clear communication throughout</li><li>
Systems perform reliably in the field due to your support and insight</li><li>
You develop deep product expertise and contribute to continuous improvement</li></ul><p><b><br>
Why This Role</b></p><p>
This role offers the opportunity to build deep technical expertise, work closely with customers around the world, and have a direct impact on how our products perform in the field. It's well-suited for someone who values hands-on work, continuous learning, and delivering exceptional service.</p><p><b><br>
Other:</b> Headwall is an Equal Opportunity Affirmative Action Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. We are an official Affirmative Action Program employer. Headwall encourages any United States citizen and others who are authorized to work in the United States to apply for these positions. Due to export restrictions, the candidate must be a US Citizen or Permanent Resident.</p><p>
No agencies, please.</p></div>

Support Lead – Hyperspectral Products

Gallant Sports

<p>Your mission isn&rsquo;t just to resolve tickets&mdash;it&rsquo;s to safeguard the reputation of a global brand.</p><p><b>Gallant Sports UK</b> is looking for a high-performing <b>Customer Service Lead</b> to own our customer success ecosystem. If you are a platform policy expert who thrives on hitting 100% SLAs and turning negative feedback into brand loyalty, this is your next career move.</p><p><b>The Mission</b></p><p>As the Customer Experience Lead, you will be the final line of defense for our brand health across <b>Amazon, eBay, Shopify, TikTok Shop, and Temu</b>. Using <b>eDesk</b>, you will orchestrate a seamless support experience, lead a dedicated team, and ensure we remain in 100% compliance with global platform standards.</p><p><b>Key Responsibilities (Strategic &amp; Operational)</b></p><ul><li><b>Platform Command:</b> Oversee end-to-end communication and case management across all global storefronts via the <b>eDesk Communication Hub</b>.</li><li><b>Team Leadership:</b> Supervise and mentor CS Executives, setting the gold standard for quality, tone, and response precision.</li><li><b>Escalation Mastery:</b> Take full ownership of high-stakes issues, including <b>A-to-Z claims, chargebacks, and dispute resolutions</b>, ensuring our seller rating remains elite.</li><li><b>Reputation Shield:</b> Proactively manage feedback removal and platform case submissions to maintain a &lt;1% negative feedback rate.</li><li><b>Data-Driven Reporting:</b> Track, analyze, and report on KPIs (CSAT, Response Times, Refund Rates) to drive continuous improvement in our supply chain and logistics.</li><li><b>Direct Organization:</b> <i>Raise Red flags to operational team pointing out issues from voice of customer.</i></li></ul><p><b>Required Performance Standards (KPIs)</b></p><p>We are looking for a &quot;numbers-driven&quot; leader who can consistently hit:</p><ul><li><b>SLA Mastery:</b> 100% of messages responded to within 24 hours (Amazon SLA).</li><li><b>High Resolution:</b> &ge; 85% of dispute cases resolved in the seller&rsquo;s favor.</li><li><b>Customer Happiness:</b> Maintain a CSAT score of &ge; 98%.</li><li><b>Operational Efficiency:</b> 95% case closure rate within 5 business days.</li></ul><p><b>What We&rsquo;re Looking For</b></p><ul><li><b>The Expert:</b> Proven track record in e-commerce customer service (Amazon Seller Central expertise is a must).</li><li><b>The Strategist:</b> You understand SOPs and know how to build response templates that convert frustrated buyers into repeat customers.</li><li><b>The Professional:</b> Exceptional English communication skills and a deep understanding of UK/Global e-commerce policies.</li></ul><p><b>The Essentials</b></p><ul><li><b>Location:</b> Onsite - Gulberg, Lahore</li><li><b>Timing:</b> 12:00 PM - 8:00 PM</li></ul><p><b>How to Apply</b></p><p>Ready to lead our Customer Success team? Send your CV to: <b>aqeel@gallantsports.co.uk</b> <i>(Subject: Customer Experience Specialist - [Your Name])</i></p><p>-</p><p>#CustomerExperience #EcommerceGrowth #AmazonSellerCentral #eDesk #LahoreJobs #CustomerSuccess #D2C #Hiring #GlobalRetail #ReputationManagement</p><p>Job Type: Full-time</p><p>Work Location: In person</p>

Customer Success Specialist

BUNQ

<div><div><div><div><h2 class="jobSectionHeader"><b>Ready to get shit done?</b></h2></div><div><div>
At bunq, we&rsquo;re here to make life easy for our users; and that starts with support they can truly trust. When something goes wrong, we don&rsquo;t pass it around. We own it.<br>
As a Support Team Lead, you&rsquo;ll play a key role in keeping our promise of premium support, making sure escalations from our Internal AI Agent Finn are handled fast, properly, and never repeated.</div><p></p><h4 class="jobSectionHeader"><b><br>
Take Ownership</b></h4><p>
As a Support Team Lead, you will:</p><ul><li><div>
Own AI Support escalations end-to-end and ensure timely, high-quality resolutions</div></li><li><div>
Act as the clear owner for complex issues, bringing clarity and direction when things go wrong</div></li><li><div>
Lead, coach, and support a team of ~10 Support Experience Guides</div></li><li><div>
Help your team improve decision-making, ownership, and service quality</div></li><li><div>
Identify recurring issues and turn them into concrete process improvements</div></li><li><div>
Improve and optimize Support processes, tooling, and ways of working</div></li><li><div>
Work closely with stakeholders to implement solutions, not just document problems</div></li><li><div>
Use AI and automation to improve efficiency and consistency in daily operations</div></li><li><div>
Track success through outcomes such as KPIs, backlog health, and user impact</div></li></ul></div></div><p></p><div><div><h2 class="jobSectionHeader"><b><br>
This challenge is perfect for you if</b></h2></div><div><ul><li><div>
You naturally take ownership and don&rsquo;t wait for problems to be assigned to you</div></li><li><div>
You enjoy fixing things that don&rsquo;t work, and making sure they stay fixed</div></li><li><div>
You believe great customer support is about trust, clarity, and accountability</div></li><li><div>
You like coaching others and helping them grow, even in tricky situations</div></li><li><div>
You&rsquo;re comfortable in a fast-paced environment where priorities might evolve</div></li><li><div>
You focus on outcomes over output and like seeing real impact from your work</div></li><li><div>
You&rsquo;re curious about using AI to improve how support teams operate</div></li></ul><p></p><p><i><br>
Curious to see how we make life easy? - try the </i><i>bunq app</i><i>, it only takes 5 minutes to sign up.</i></p><p></p><p><b><br>
Your space to perform</b></p><p>
We give you the space and the tools you need to succeed     </p><p>
   Great, international colleagues who share your mindset</p><p>
  &zwj;   Hybrid setup: after 3 months in-office, work 2 days remote, 3 days in-office weekly.</p><div>
   We support growth with bunq Academy and &euro;1500 annual learning budget<br>
<ul><li>️ A Multisport gym card for your health and wellbeing (in Turkey)</li></ul></div><p>
     Flex Benefits: &euro;70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.</p><p>
   Travel expenses are covered whether you come walking or by bike, bus or car (though we prefer green choices   ) (In Turkey)</p><p>
   Digital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration</p><p>
   We reward tenure with a dedicated travel budget: &euro;1.5k after 2 years and &euro;3k after 4 years to visit another core office.</p><p>
   A MacBook so you can Get Shit Done with us</p><div>
   Delicious lunches from our fabulous in-house chefs with vegan and vegetarian options<br>
<ul><li>️ Private health insurance, just in case</li></ul></div><p>
   Monthly contribution to your phone and internet bills (in Turkey)</p><p>
   Friday drinks and other celebrations - bunq style</p><p></p><p><i><br>
All new hires are subject to Pre-employment Screening (PES), which includes checks conducted by our third-party partner, DISA. This is part of our commitment to a secure and trustworthy workplace.</i></p></div></div></div><p></p><div><div><div><div><div><div><br>
Hybrid</div></div></div><div></div><div><div><div><div><div>
Istanbul</div></div></div><div><div><div>
/</div></div><div><div>
Sofia</div></div></div></div></div><div></div><div><div><div>
Support &amp; Operations</div></div></div><div></div><div><div><div><div>
40</div></div><div><div>
hours per week</div></div></div></div></div></div></div></div><div></div>

Support Team Lead

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