client success manager – 1 Jobs in Islamabad

client success manager – 1

client success manager – 2 Jobs in Islamabad

client success manager – 2

customer solutions manager Jobs in Islamabad

customer solutions manager

customer success specialist Jobs in Islamabad

customer success specialist

team lead (in-bound customer support) Jobs in Islamabad

team lead (in-bound customer support)

customer support 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

WellnessLiving

<div>
 
 Title
 
 : Customer Solutions Manager
 
 
 
 Location
 
 : Plot no:4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
 
 
 
 Working Hours
 
 : Eastern Time Zone (between 6 pm to 6 am Pakistan time)
 
 
 
 About Us
 
 
 
 WellnessLiving isn&rsquo;t just our name, it&rsquo;s who we are. We&rsquo;re a software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals&mdash;professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business
 
 
 When you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.
 
 
 
 About You
 
 
 
 We&rsquo;re looking for a dynamic and driven individual to join our growing team as
 
 Customer Solutions Manager
 
 . Our team is made up of bright, ambitious people who are passionate about delivering excellence. We&rsquo;re seeking someone with a keen eye for detail, strong analytical skills, and a passion for continuous improvement. If you&rsquo;re a collaborative problem-solver with a commitment to quality and innovation, we&rsquo;d love to have you on board!
 
 
 At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we&rsquo;d love to learn more about you!
 
 
 <ul>
 <li>
 Customer First &ndash; We approach every challenge with a customer-focused lens, driven by an obsession with our customers&rsquo; happiness and success.
 </li>
 <li>
 Excellence &ndash; We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.
 </li>
 <li>
 Accountability &ndash; We take full ownership of our decisions, actions, and outcomes &ndash; both successes and failures.
 </li>
 <li>
 Adaptability &ndash; We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing. the place for you.
 
 
 </li>
 </ul>
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).
 </li>
 <li>
 Maintain accurate team coverage documentation aligned with individual working hours.
 </li>
 <li>
 Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.
 </li>
 <li>
 Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.
 </li>
 <li>
 Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.
 </li>
 <li>
 Assess individual performance, providing coaching, development support, and corrective action when necessary.
 </li>
 <li>
 Roll out new processes to the team and ensure consistent adoption and compliance.
 </li>
 <li>
 Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.
 </li>
 <li>
 Prepare and deliver weekly performance summaries and productivity insights to senior leadership.
 </li>
 <li>
 Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.
 </li>
 <li>
 Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.
 </li>
 <li>
 Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.
 </li>
 <li>
 Complete Quarterly and Annual Performance assessments for all team members
 </li>
 <li>
 Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish
 </li>
 <li>
 Leverage ChatGPT daily to work efficiently and effectively
 
 
 </li>
 </ul>
 
 Skills &amp; Qualification
 
 
 
 <ul>
 <li>
 2 or more years in a management/leadership role with 4+ direct reports
 </li>
 <li>
 Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team
 </li>
 <li>
 Demonstrated ability to create and maintain a positive and professional work environment
 </li>
 <li>
 Very strong verbal and written communication skills in English
 </li>
 <li>
 Customer oriented, personable and able to adapt to different types of customer needs
 </li>
 <li>
 Very strong attention to detail
 </li>
 <li>
 Excellent problem-solving and critical thinking skills
 </li>
 <li>
 Excellent organizational and time management skills
 </li>
 <li>
 Proven ability to meet deadlines and thrive in a fast-paced environment
 </li>
 <li>
 Experience in using ChatGPT to work efficiently
 </li>
 <li>
 Experience working with CRM &amp; service ticketing software is a plus
 </li>
 <li>
 Strong technical aptitude and experience with B2B support
 </li>
 <li>
 Previous experience working with closely with software is a plus
 
 
 </li>
 </ul>
 
 What We Offer
 
 
 
 <ul>
 <li>
 Competitive salary package based on experience
 </li>
 <li>
 Comprehensive Group Health and Life Insurance
 </li>
 <li>
 Gratuity
 </li>
 <li>
 EOBI
 </li>
 <li>
 Transport facility (If place of residency is within a 20-kilometer radius of company&rsquo;s address) / Fuel allowance
 </li>
 <li>
 Paid time off (Annual, Sick, Casual, Bereavement, Parental)
 </li>
 <li>
 Quarterly fun event
 </li>
 <li>
 Staff recognition programs
 </li>
 <li>
 Staff training programs
 </li>
 <li>
 Career progression. We have a long-standing history of promotion from within
 </li>
 <li>
 An enriched workplace culture that supports growth, development, and, most importantly, having fun!
 
 
 </li>
 </ul>
 
 Special note:
 
 Only the shortlisted candidates will be contacted due to the high turnout volume.
 
 
 We appreciate your time and look forward to reviewing your application.
 
 
 WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate&rsquo;s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.
 
 
 
 We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.
 
</div>

Customer Solutions Manager

Nysonian Inc.

<div>
 
 
 About the job
 
 
 
 
 Company Overview
 
 
 
 At Nysonian, we exist to build the next generation of global lifestyle brands&mdash;brands that inspire how people travel, move, and live. We believe the future belongs to companies that create not just products, but experiences that empower people worldwide.
 
 
 From luxury travel to fitness and wellness, our portfolio is growing fast:
 
 <ul>
 <li>
 
 NOBL Travel
 
 &mdash; one of the fastest-growing luggage brands, redefining modern travel with design, durability, and style
 </li>
 <li>
 
 FLO Pilates
 
 &mdash; the world&rsquo;s leading Pilates brand, bringing the practice into homes and wardrobes everywhere
 </li>
 <li>
 
 REDGE Fit
 
 &mdash; a new standard in at-home strength training, making performance accessible to all
 </li>
 </ul>
 
 
 
 
 Behind these brands is our full-stack D2C platform: manufacturing, distribution, and a growing tech team building the apps and digital infrastructure that power seamless customer experiences.
 
 
 With
 
 $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide
 
 , we&rsquo;ve proven what&rsquo;s possible in just a few years. But we&rsquo;re only at the beginning&mdash;this is a chance to shape brands that will define the next decade.
 
 
 
 
 
 
 Position Overview
 
 
 
 We are looking for an experienced and proactive
 
 Manager &ndash; Order Management &amp; Aftersales Services
 
 to oversee the seamless flow of operations between warehouses, customer support, and internal data systems. This role is responsible for
 
 managing the full order lifecycle and aftersales processes
 
 , ensuring customer queries are resolved promptly, and driving operational efficiency. The manager will act as the
 
 bridge between customer-facing teams and backend operations
 
 , while leading a team to deliver consistent service excellence.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 Order Management &amp; Aftersales Services
 
 
 <ul>
 <li>
 Oversee the
 
 end-to-end order lifecycle
 
 from placement to delivery, ensuring accuracy and timeliness.
 </li>
 <li>
 Lead aftersales functions, including
 
 returns, exchanges, refunds, and warranty support
 
 , ensuring compliance with SLAs and policies.
 </li>
 <li>
 Collaborate with warehouses, logistics partners, and operations teams to resolve delivery and fulfillment issues.
 </li>
 <li>
 Ensure customer support teams have accurate, real-time information to handle customer interactions.
 </li>
 </ul>
 
 
 
 
 
 Cross-Functional Query Resolution
 
 
 <ul>
 <li>
 Act as the
 
 central escalation point
 
 for customer support and operations queries.
 </li>
 <li>
 Assign and resolve issues by directing them to the appropriate team (warehouse, logistics, operations, support).
 </li>
 <li>
 Track query resolution timelines and drive root-cause analysis for recurring issues.
 </li>
 </ul>
 
 
 
 
 
 Data Flow &amp; Insights
 
 
 <ul>
 <li>
 Own the
 
 data exchange
 
 between customer support and operations &mdash; ensuring accurate reporting of issues, escalations, and resolutions.
 </li>
 <li>
 Analyze operational and aftersales data to highlight trends, pain points, and process gaps.
 </li>
 <li>
 Provide actionable insights to leadership to enhance
 
 customer experience and efficiency
 
 .
 </li>
 </ul>
 
 
 
 
 
 Leadership &amp; Team Management
 
 
 <ul>
 <li>
 Lead, mentor, and develop a team of order management and aftersales specialists.
 </li>
 <li>
 Build a culture of accountability, collaboration, and customer-first thinking.
 </li>
 <li>
 Train teams on updated SOPs, escalation protocols, and customer handling best practices.
 </li>
 <li>
 Ensure high performance through clear goal setting, continuous feedback, and performance reviews.
 </li>
 </ul>
 
 
 
 
 
 Process &amp; System Improvements
 
 
 <ul>
 <li>
 Partner with tech teams to enhance
 
 OMS, CRM, and warehouse systems
 
 for better query handling and visibility.
 </li>
 <li>
 Implement process automation and SOPs to minimize escalations and reduce manual intervention.
 </li>
 <li>
 Continuously refine policies to balance customer satisfaction with operational efficiency.
 </li>
 </ul>
 
 
 
 
 
 Key Requirements
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business, Operations, Supply Chain, or related field; MBA preferred.
 </li>
 <li>
 6&ndash;10 years of experience in
 
 e-commerce order management, aftersales services, or operations
 
 , with at least 3 years in a leadership role.
 </li>
 <li>
 Strong understanding of
 
 warehousing, logistics, customer support operations, and OMS/CRM systems
 
 .
 </li>
 <li>
 Proven leadership skills with the ability to
 
 manage, coach, and inspire cross-functional teams
 
 .
 </li>
 <li>
 Analytical mindset with strong problem-solving skills.
 </li>
 <li>
 Excellent communication and interpersonal skills for managing internal and external stakeholders.
 </li>
 </ul>
 
 
 
 
 
 Performance Indicators (KPIs)
 
 
 <ul>
 <li>
 
 Query resolution turnaround time (TAT)
 
 and SLA adherence.
 </li>
 <li>
 Accuracy of
 
 data flow between operations and customer support
 
 .
 </li>
 <li>
 
 Aftersales resolution rate
 
 (returns, refunds, exchanges).
 </li>
 <li>
 
 Customer satisfaction scores (CSAT, NPS)
 
 .
 </li>
 <li>
 Reduction in
 
 repeat escalations
 
 .
 </li>
 <li>
 Team engagement and performance.
 </li>
 </ul>
</div>

Manager – Order Management & Aftersales Services

Title: Customer Solutions Manager
 Location: Plot no: 4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
 Working Hours: Eastern Time Zone (between 6 pm to 6 am Pakistan time)
 
About Us: 
WellnessLiving isn’t just our name, it’s who we are. We’re a software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business
 
When you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.
 
About You: 
We’re looking for a dynamic and driven individual to join our growing team as Customer Solutions Manager. Our team is made up of bright, ambitious people who are passionate about delivering excellence. We’re seeking someone with a keen eye for detail, strong analytical skills, and a passion for continuous improvement. If you’re a collaborative problem-solver with a commitment to quality and innovation, we’d love to have you on board!
 At WellnessLiving, our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we’d love to learn more about you!
 <ul>
<li>Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers’ happiness and success.</li>
<li>Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.</li>
<li>Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures.</li>
<li>Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing. the place for you.</li>
</ul>
Key Responsibilities: 
<ul>
<li>Manage a team of Customer Solutions Specialists across multiple segments (SMB and Mid-Market) and support channels (Phone, Chat, and Email).</li>
<li>Maintain accurate team coverage documentation aligned with individual working hours.</li>
<li>Monitor team efficiency using KPI and Intercom reports, ensuring response times under 2 hours and resolution times within 8 hours.</li>
<li>Ensure high customer satisfaction, with individual CSAT scores consistently averaging 90% or higher.</li>
<li>Regularly review team member scorecards and partner with the Customer Experience Supervisor to identify performance trends and improvement opportunities.</li>
<li>Assess individual performance, providing coaching, development support, and corrective action when necessary.</li>
<li>Roll out new processes to the team and ensure consistent adoption and compliance.</li>
<li>Escalate customer issues promptly to the appropriate teams, ensuring timely follow-up and accountability.</li>
<li>Prepare and deliver weekly performance summaries and productivity insights to senior leadership.</li>
<li>Facilitate weekly team meetings to communicate key metrics, recognize achievements, share updates, and reinforce best practices.</li>
<li>Participate in monthly Team Pakistan meetings to support cross-team alignment and collaboration.</li>
<li>Conduct regular one-on-one check-ins to review individual progress, discuss development goals, and follow up on action items.</li>
<li>Complete Quarterly and Annual Performance assessments for all team members</li>
<li>Identify process documentation gaps and draft processes in Confluence for the Senior Manager of Customer Success to review and publish</li>
<li>Leverage ChatGPT daily to work efficiently and effectively</li>
</ul>
Skills & Qualification: 
<ul>
<li>2 or more years in a management/leadership role with 4+ direct reports</li>
<li>Strong comprehension of customer satisfaction KPIs and how they may be leveraged to assess areas for opportunity within each team</li>
<li>Demonstrated ability to create and maintain a positive and professional work environment</li>
<li>Very strong verbal and written communication skills in English</li>
<li>Customer oriented, personable and able to adapt to different types of customer needs</li>
<li>Very strong attention to detail</li>
<li>Excellent problem-solving and critical thinking skills</li>
<li>Excellent organizational and time management skills</li>
<li>Proven ability to meet deadlines and thrive in a fast-paced environment</li>
<li>Experience in using ChatGPT to work efficiently</li>
<li>Experience working with CRM & service ticketing software is a plus</li>
<li>Strong technical aptitude and experience with B2B support</li>
<li>Previous experience working with closely with software is a plus</li>
</ul>
What we Offer: 
<ul>
<li>Competitive salary package based on experience</li>
<li>Comprehensive Group Health and Life Insurance</li>
<li>Gratuity</li>
<li>EOBI</li>
<li>Transport facility (If place of residency is within a 20-kilometer radius of company’s address) / Fuel allowance</li>
<li>Paid time off (Annual, Sick, Casual, Bereavement, Parental)</li>
<li>Quarterly fun event</li>
<li>Staff recognition programs</li>
<li>Staff training programs</li>
<li>Career progression. We have a long-standing history of promotion from within</li>
<li>An enriched workplace culture that supports growth, development, and, most importantly, having fun!</li>
</ul>
Special note: Only the shortlisted candidates will be contacted due to the high turnout volume.
 
We appreciate your time and look forward to reviewing your application.
 
WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees. 
 
We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.

ibex. Pakistan

<div>
 We are looking for an incredible resource who can do wonders in the world of CX with their wit and wonderful customer-centric attitude. For this job role, you will be expected to provide satisfactory solutions to a diverse range of customer queries through means of written and verbal communications and a positive attitude. The Customer Support Executive within the Operations department will assist customers with their questions, new orders, service delivery requirements, billing, and any other query.
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 Bachelors or above
 </li>
 <li>
 Customer support and other job experience preferred
 </li>
 <li>
 Must be flexible to work in shifts
 </li>
 <li>
 Good Written and Verbal English Communication
 </li>
 <li>
 Proficiency with MS Office (Particularly MS Excel and MS Word)
 </li>
 <li>
 Collaborative mindset
 </li>
 <li>
 Customer service focus
 </li>
 <li>
 Hands-on-problem solving ability
 </li>
 <li>
 The ability to communicate technical information in a simple manner
 
 
 </li>
 </ul>
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Respond to customers professionally to provide information about products and services, take/cancel orders, or obtain details of complaints
 </li>
 <li>
 Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken. Process orders, forms, and applications
 </li>
 <li>
 Follow up to ensure that appropriate actions were taken on customers&rsquo; requests. Ideally, aim for First Contact Resolution (FCR)
 </li>
 <li>
 Refer unresolved customer grievances or special requests to designated departments for further investigation
 </li>
 <li>
 Enhance organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments
 </li>
 </ul>
</div>

Customer Support Executive

Circles

<div>
 
 
 About Us
 
 
 
 Founded in 2014,&nbsp;Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos.
 
 
 &nbsp;
 
 
 Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&amp;), AT&amp;T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally.
 
 
 &nbsp;
 
 
 Besides its SaaS business, Circles operates three other distinct businesses:
 
 
 &nbsp;
 
 <ul>
 <li>
 Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles&rsquo; SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity.
 </li>
 </ul>
 
 &nbsp;
 
 <ul>
 <li>
 Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide.
 </li>
 </ul>
 
 &nbsp;
 
 <ul>
 <li>
 Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year.
 </li>
 </ul>
 
 &nbsp;
 
 
 Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 About the Role
 
 
 
 &nbsp;
 
 
 We are seeking a results-driven, customer-obsessed leader to build and scale the Customer Service &amp; Operations function for a newly launching digital telco brand in the MENA region. This is a foundational leadership role responsible for delivering exceptional customer experiences, driving operational rigor, and embedding customer-centricity into every part of the business.
 
 
 The ideal candidate brings deep experience in CX strategy, digital operations, and service design, with a proven track record of leading high-performing teams in fast-paced digital consumer or B2C telco environments.
 
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 What you will be doing
 
 
 
 &nbsp;
 
 <ul>
 <li>
 
 
 Lead end-to-end Customer Operations:
 
 
 Oversee the full customer lifecycle, from onboarding to issue resolution, ensuring every customer touchpoint is optimized for speed, simplicity, and satisfaction.
 </li>
 <li>
 
 
 Design and scale service models:
 
 
 Design scalable, digital-first service operations leveraging chatbots, AI-assisted support tools, self-service journeys, and CRM platforms to reduce customer friction and increase resolution rates.
 </li>
 <li>
 
 
 Deliver on key customer metrics:
 
 
 Drive measurable improvements in CSAT, NPS, TAT, first-contact resolution and other customer metrics, ensuring alignment with business KPIs / OKRs
 </li>
 <li>
 
 
 Operational transformation:
 
 
 Collaborate with the Circles Digital Advisory &amp; Support Services (&ldquo;DASS&rdquo;) Customer Services &amp; Operations teams to design and implement policies, processes and controls that improve service delivery, while management vendor performance, SLAs and compliance standards; as well as delivering on key CX transformation initiatives
 </li>
 <li>
 
 
 Cross-functional collaboration:
 
 
 Collaborate closely with the country operations team to ensure seamless execution of service initiatives and customer-impacting programs
 </li>
 <li>
 
 
 Build and lead a high-performing team:
 
 
 Recruit, mentor, and empower a lean, agile operations team that thrives on data, accountability and efficiency-first thinking
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 
 What we are looking for
 
 
 
 &nbsp;
 
 <ul>
 <li>
 15+ years of leadership experience in customer service, CX, and operations within consumer-facing (B2C) industries, such as telecom, fintech, e-commerce, or digital tech
 </li>
 <li>
 Proven success leading large, distributed teams (25+ FTEs and / or BPO agents) across operational and customer support functions
 </li>
 <li>
 Strong understanding of CX lifecycle management and success in improving customer satisfaction
 
 (NPS, CSAT, CES)
 
 through both strategy and execution
 </li>
 <li>
 Demonstrated ability to manage complex programs, large-scale transformation projects, and third-party service/vendor ecosystems
 </li>
 <li>
 Excellent stakeholder management and communication skills, with demonstrated ability to manage senior stakeholders
 </li>
 <li>
 Experience designing and managing AI-enabled service journeys, automation tools, and digital support platforms strongly preferred
 </li>
 <li>
 Ability to thrive in high-growth, fast-paced environments with a startup mindset strongly preferred
 </li>
 <li>
 Deep operational mindset with experience in LEAN / Six Sigma or other continuous improvement frameworks strongly preferred
 </li>
 <li>
 Prior experience in the MENA region and knowledge of local consumer dynamics and habits is strongly preferred
 </li>
 </ul>
 
 &nbsp;
 
 
 &nbsp;
 
 
 Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age.
 
 
 &nbsp;
 
 
 To all recruitment agencies: Circles will only acknowledge resumes shared by recruitment agencies if selected in our preferred supplier partnership program.
 
 
 &nbsp;
 
 
 Please do not forward resumes to our jobs alias, Circles, employees or any other company location. Circles will not be held accountable for any fees related to unsolicited resumes not uploaded via our ATS.
 
</div>

Head of Customer Service & Operations, Digital Brand (MENA)

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768 customer support manager jobs IN Islamabad

Manager Customer Experience

Customer Solutions Manager

Manager – Order Management & Aftersales Services

Manager – Order Management & Aftersales Services

Customer Solutions Manager

Customer Support Executive

Head of Customer Service & Operations, Digital Brand (MENA)