customer support manager

Wellvort Fashion Private Limited

<p><b>Customer Support Manager</b></p><p><b>Location:</b> Ahmedabad (On-site)<br/><b>Company:</b> Sockscarving &ndash; Fashion &amp; Apparel (E-commerce)</p><p><b>Key Responsibilities:</b></p><ul><li>Lead and manage the customer support team (chat, email, calls, social media).</li></ul><ul><li>Develop customer service policies and procedures to improve efficiency.</li></ul><ul><li>Handle escalated customer queries and resolve complaints effectively.</li></ul><ul><li>Monitor customer satisfaction (CSAT, NPS, response time, resolution rate).</li></ul><ul><li>Train and mentor support team members to maintain service quality.</li></ul><ul><li>Coordinate with logistics, operations, and sales teams for smooth order fulfillment.</li></ul><ul><li>Analyze customer feedback and prepare monthly reports for management.</li></ul><ul><li>Identify areas for process improvement and implement new tools/solutions.</li></ul><ul><li>Ensure consistent brand voice and positive customer interactions.</li></ul><p>Interested Candidate can share their CV on 9586412682/ hrsockscarving@gmail.com</p><p>Job Type: Full-time</p><p>Pay: ₹20,000.00 - ₹30,000.00 per month</p><p>Work Location: In person</p>

Customer Support Manager

Lokal

<div>
 <strong>
  About Lokal
  <br/>
  <br/>
 </strong>
 In 2018, we began with a WhatsApp group with a simple hypothesis: people in tier-2/3 towns weren't really using the internet meaningfully yet. We believed that if we started with local content in their own language, they'd come back every day; once there was a habit and trust, that same space could naturally grow into classifieds and, eventually, something they used for almost everything online.This spark became Lokal. Our first instinct was to put everything in one place &amp; one app - local updates, classifieds, jobs, matrimony and more. It worked, till it stopped working. Users gave us the insight - when one use case outweighs the others, everything else seems like noise. We listened. Like how Craigslist quietly seeded a generation of focused companies &amp; marketplaces, we began unbundling and verticalising.
 <br/>
 <br/>
 Today, Lokal is a house of focused apps, many products, one mission:
 <br/>
 <br/>
 to connect Tier-2/3+ India to the Knowledge, opportunities, tools and experts they've always deserved.We now operate dozens of live apps across categories like:
 <br/>
 <br/>
 Edutainment &amp; Skill Learning - practical skills and learning in regional languages (GyanTV)
 <br/>
 <br/>
 Matrimonial Matchmaking - hyperlocal, compatibility-first partner search (Lokal Matrimony)
 <br/>
 <br/>
 Agri Consulting - farmer-first advisory in local languages (AgriLokal)
 <br/>
 <br/>
 Local Jobs - blue- and grey-collar opportunities close to home (Lokal Jobs, Sahi Jobs)
 <br/>
 <br/>
 Social &amp; Community - Place to find &amp; post social updates (Lokal app)
 <br/>
 <br/>
 Emotional Well-being &amp; Peer Support - safe spaces to talk and feel heard (Dostt &amp; Eaze)
 <br/>
 <br/>
 Astrology &amp; Guidance - instant access to trusted Astrologers via chat and voice (AstroLokal)
 <br/>
 <br/>
 Advisory Services - early bets in legal help, financial guidance, career counselling, and more
 <br/>
 <br/>
 Under the hood, Lokal is a discovery and access platform: local-language internet + deep Bharat insight+ AI. When someone opens a product we've built, they don't wade through clutter; they get a straight line to what they came for.This is the story new teammates walk into:
 <br/>
 <br/>
 a company that started as a whatsapp group, became a family of focused apps, and kept one belief at the centre &mdash; access changes lives.We ship fast. We learn fast. We build for Bharat.We are backed by leading global and domestic investors including Y Combinator, Sony, Global Brain, India Quotient, and 3one4 Capital
 <br/>
 <br/>
 About the role : We're seeking a seasoned Manager - Customer Support to lead multi-product support operations, elevate customer experience, and drive operational excellence. The ideal candidate has strong leadership experience in fast-paced B2C environments and a proven ability to scale teams, processes, and performance.
 <br/>
 <br/>
 <strong>
  Key Responsibilities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Team Management: Oversee multiple customer support teams, ensuring high performance, motivation, and professional growth
  </li>
  <li>
   Customer Experience: Drive initiatives to enhance customer satisfaction and reduce churn across various products
  </li>
  <li>
   Process Optimization: Standardize and improve customer support workflows, ticketing systems, and service-level agreements (SLAs)
  </li>
  <li>
   Key Metrics &amp; Performance Monitoring: Track and optimize critical support metrics, including:
  </li>
  <ul>
   <li>
    Turnaround Time (TAT): Reduce response and resolution times across all support channels
   </li>
   <li>
    Ticket Categorization: Implement structured ticket classification for efficient prioritization and handling
   </li>
   <li>
    Priority Ticket Handling &amp; Escalation: Develop robust escalation protocols to ensure high-priority cases are addressed swiftly
   </li>
   <li>
    Overall Ticket Reduction: Identify and implement strategies to minimize ticket volume through self-service solutions, automation, and proactive customer engagement
   </li>
  </ul>
  <li>
   Data-Driven Decision Making: Leverage analytics to monitor performance, identify trends, and implement process improvements
  </li>
  <li>
   Technology &amp; Tools: Evaluate and implement support tools (CRM, chatbots, helpdesk software) to enhance efficiency and customer experience.(Hands on experience with Freshdesk will be preferable)
  </li>
  <li>
   Cross-Functional Collaboration: Work closely with product, marketing, and engineering teams to ensure a seamless customer journey
  </li>
  <li>
   Training &amp; Development: Establish training programs to keep support teams updated on product knowledge and customer handling best practices
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's or Master's degree in Business, Operations, or a related field
  </li>
  <li>
   4+ years of experience in customer support and experience handling customer support operations for different products/business categories
  </li>
  <li>
   Strong analytical and problem-solving skills, with a data-driven mindset
  </li>
  <li>
   Proficiency in customer support tools such as Zendesk, Freshdesk, Salesforce, or equivalent
  </li>
  <li>
   Excellent leadership, communication, and interpersonal skills
  </li>
  <li>
   Ability to thrive in a fast-paced, evolving environment
  </li>
 </ul>
</div>


AVIVE

<div><div><b>About Avive:</b></div><div></div><div><br>
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.</div><div></div><div><br>
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced &ndash; yet still accessible &ndash; hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.</div><div></div><div><br>
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E</div><div></div><div><br>
Learn more about working at Avive: https://avive.life/careers/</div><div></div><div><b><br>
About the Role:</b></div><div></div><div><br>
We are seeking a Customer Support Manager to lead and elevate our inbound call center operations, customer product support, new customer onboarding experience, and unmanaged/small-account retention and success workflows.</div><div></div><div><br>
This role is a critical part of our Customer Success organization. As a player-coach, you&rsquo;ll actively support customers while recruiting, developing, and managing a high-performing support team. You will ensure we meet (and exceed) service SLAs, improve operational efficiency, and deliver an exceptional customer experience across every interaction.</div><div></div><div><br>
We need someone who thrives in a fast-growing environment, rolls up their sleeves, and can build scalable processes from the ground up. This is a highly cross-functional role that works closely with Engineering, Product, Quality, Sales, Finance, Marketing, and Business Systems.</div><div></div><ul><li><br>
<b><i>Local SF Bay Area candidates will be asked to abide by a 3 day/week hybid onsite schedule. Remote candidates (outside of the SF Bay Area) are encouraged to apply. Remote candidates residing in Texas will be given high consideration.</i></b></li></ul>
<h3 class="jobSectionHeader"><b>What You'll Do:</b></h3><ul><li>
Including, but not limited to:</li></ul><div></div><div><b><br>
Team Leadership &amp; Coaching</b></div><ul><li>
Own hiring, onboarding, training, and ongoing development of Customer Support team members.</li><li>
Implement quality assurance standards and coach agents to maintain best-in-class service levels.</li><li>
Serve as an escalation point for complex customer issues, supporting agents with live questions and troubleshooting.</li></ul><div></div><div><b><br>
Customer Support Operations</b></div><ul><li>
Oversee daily support operations across phone, email, and live chat channels.</li><li>
Act as a direct support agent as needed, especially during peak times or to model best practices.</li><li>
Investigate and resolve customer complaints, including approving account adjustments and service accommodations.</li><li>
Maintain up-to-date knowledge of all Avive products and services to ensure accurate, confident support.</li></ul><div></div><div><b><br>
Service Levels &amp; Enterprise Support</b></div><ul><li>
Define, implement, and evolve customer support KPIs and SLAs across customer segments, severity levels, and channels</li><li>
Own enterprise SLA compliance, including response time, resolution time, and escalation commitments</li><li>
Lead incident response for high-severity issues, including cross-functional coordination and customer communication</li></ul><div></div><div><b><br>
Process Development &amp; Cross-Functional Collaboration</b></div><ul><li>
Partner with Product, Quality, and Engineering, to build troubleshooting guides, decision trees, and support workflows for technical issues.</li><li>
Partner with Finance, Business Systems, and Marketing to improve internal processes and ensure a smooth end to end customer experience.</li><li>
Partner with Product and Engineering to influence roadmap decisions based on support insights</li><li>
Update scripts, help center content, and internal documentation based on new learnings.</li><li>
Research and evaluate call center technologies to increase efficiency and enhance the customer experience.</li></ul><div></div><div><b><br>
Performance Management &amp; Reporting</b></div><ul><li>
Design and own core Customer Support KPIs (e.g., first response time, resolution time, CSAT, backlog health, reopen rates, deflection)</li><li>
Set performance targets aligned to company growth stage and customer expectations</li><li>
Track team performance against service-level and productivity goals.</li><li>
Prepare and analyze call center metrics to optimize resource allocation and improve processes.</li><li>
Manage team schedules, forecast staffing needs, and ensure adequate queue coverage.</li><li>
Lead regular team meetings to review performance, share insights, and reinforce expectations.</li></ul><div></div><div><b><br>
Other Responsibilities</b></div><ul><li>
Support outbound follow-up as needed (e.g., onboarding reminders, unresolved tickets).</li><li>
Ensure operational tasks and back-office support duties are completed within required timeframes.</li><li>
Continuously look for opportunities to streamline workflow, automate repetitive tasks, and enhance customer experience.</li></ul><h3 class="jobSectionHeader"><b>
Required Skills &amp; Experience:</b></h3><ul><li>
5+ years of experience leading high-volume customer support or call center operations in fast-growing environments, with proven experience building and scaling Customer Support functions from early-stage or fragmented operations into structured, metrics-driven organizations.</li><li>
Strong knowledge of customer service and call center KPIs, QA processes, and support best practices.</li><li>
Hands-on experience with support systems such as Zendesk, Salesforce, Jira and/or NetSuite.</li><li>
Resourceful problem-solver who is calm under pressure, patient, and customer-obsessed.</li><li>
Curious, eager to learn new tools and technologies, and thrives in an environment where processes evolve quickly.</li><li>
Energized by Avive&rsquo;s mission and excited to help deliver a best-in-class support experience that saves lives.</li></ul><h3 class="jobSectionHeader"><b>
Bonus Points For:</b></h3><ul><li>
Experience working with a connected hardware + software platform is a plus</li></ul><div><b>
Equal Employment Opportunity</b></div><div>
It is the policy of the company to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the company will provide reasonable accommodations for qualified individuals with disabilities.</div><div></div><div><br>
NOTE: This Job Description in no way states or implies that these are the only duties or functions to be performed by the incumbent. Personnel are required to follow any other job-related instructions and to perform any other job-related duties/functions requested by their supervisor.</div><div></div><div><i><br>
Anticipated Salary Range (DOE and location): $90,000 - $125,000</i></div>
<p>
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Justlife

<div>
 Justlife is rocking the region with its beautifully designed for all home services app and looking for brilliant minds and skilled professionals who can think outside the box and have a limit that defies the sky.
 <br/>
 <br/>
 Do you envision shaping the future of all home services in one of the fast-growing tech startups based in Dubai?
 <br/>
 <br/>
 Come onboard and dedicate yourself to becoming #everydaybetter!
 <br/>
 <br/>
 Take over a key role as a Customer Support Manager in the Fulfillment - Customer Experience department, and be a part of this exciting adventure of never-ending growth and success.
 <br/>
 <br/>
 What we expect from you:
 <br/>
 <br/>
 <ul>
  <li>
   Lead Customer Support Teams: Manage and mentor a dynamic group of supervisors and outsource managers. You'll plan and schedule the workforce to deliver exceptional customer experiences while driving key business metrics
  </li>
  <li>
   Oversee Performance: Monitor and evaluate daily team performance, ensuring the achievement of company KPIs
  </li>
  <li>
   Stay Ahead of Trends: Keep abreast of industry developments, including new CRM technologies and AI applications in Customer Support. Translate these insights into actionable strategies for Justlife
  </li>
  <li>
   Drive Strategy: Develop and execute short-term and long-term customer care strategies to deliver the best customer experience in the region
  </li>
  <li>
   Build a High-Performing Team: Foster a culture of excellence through goal setting and agile SOPs, ensuring customer satisfaction in reachability and resolution
  </li>
  <li>
   Champion Customer Feedback: Collaborate across departments to highlight and act on customer feedback, advocating for a customer-centric approach company-wide
  </li>
  <li>
   Data-Driven Insights: Analyze customer support data to identify trends, pain points, and areas for improvement. Use these insights to drive strategic decisions and improve overall service quality
   <br/>
   <br/>
  </li>
 </ul>
 What we are looking for:
 <br/>
 <br/>
 <ul>
  <li>
   A self-driven individual who thrives in a dynamic, fast-paced environment and embraces the challenges of a startup culture
  </li>
  <li>
   A proactive team player who&rsquo;s unafraid to experiment, learns from mistakes, and turns setbacks into growth opportunities
  </li>
  <li>
   7+ years of experience in Operations, Logistics, Customer Experience, or Service fields, with at least 3 years in a management role
  </li>
  <li>
   Proven experience in an e-commerce or startup setting
  </li>
  <li>
   Strong team collaboration and communication skills, with the ability to influence and engage cross-functional teams
  </li>
  <li>
   An analytical mindset with a strong customer focus, capable of making data-driven decisions that enhance the customer experience
  </li>
  <li>
   Hands-on approach and the ability to navigate and lead within complex operational environments
  </li>
  <li>
   Excellent verbal and written communication skills, with the ability to present ideas clearly and build strong interpersonal relationships
  </li>
  <li>
   Deep expertise in customer service, with a solid understanding of the end-to-end customer journey and the ability to view processes from the customer&rsquo;s perspective
  </li>
  <li>
   Exceptional organizational and time management abilities, ensuring efficient task prioritization in a fast-moving setting
  </li>
  <li>
   Strong problem-solving skills with a creative and tactical approach to responding to challenges in a dynamic environment
  </li>
  <li>
   Proficiency with technology, including software applications, computer systems, and phone systems
   <br/>
   <br/>
  </li>
 </ul>
 PERKS OF BEING A PART of JUSTLIFE
 <br/>
 <br/>
 Nothing would replace the start-up spirit, working with an evolving culture and fulfilling workplace! And, we offer you benefits like:
 <br/>
 <br/>
 We care about you
 <br/>
 <br/>
 <ul>
  <li>
   One-day extra vacation on your birthday with our JustHoliday!
  </li>
  <li>
   Free Justlife credits so you can enjoy our own services
  </li>
  <li>
   Work reality escapes opportunities through team-building games, challenges, and many more activities
   <br/>
   <br/>
  </li>
 </ul>
 We improve you
 <br/>
 <br/>
 <ul>
  <li>
   Working with a great team and entrepreneurial spirit
  </li>
  <li>
   Continuous learning with mentorship, coaching, on-the-job, and internal-external training
  </li>
  <li>
   Never-ending growth and fast career development and internal career opportunities
  </li>
  <li>
   A fair and objective Performance Management System
   <br/>
   <br/>
  </li>
 </ul>
 We recognize you
 <br/>
 <br/>
 <ul>
  <li>
   Ignition of the hero in you through our &lsquo;&rsquo;JustHeroes&rsquo;&rsquo; Reward and Recognition Program
  </li>
  <li>
   Availability of company discounts and gift vouchers
  </li>
  <li>
   A bonus for every successful Employee Referral
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 At Justlife, we envision a life without any chores that keep you from doing what you really want to.
 <br/>
 <br/>
 Justlife is the region&rsquo;s leading super app for home services. We connect individual needs with on-demand services, through our innovative marketplace platform.
 <br/>
 <br/>
 We helped digitalize the cleaning service industry in UAE, back in 2015, and have been expanding our services from home cleaning alone to serving all our customer&rsquo;s needs at home across the GCC. We now offer home cleaning, salon &amp; spa at home, healthcare at home, maintenance &amp; repairs, upholstery cleaning, pest control &amp; disinfection, moving and packing, and car cleaning, and many more.
 <br/>
 <br/>
 We built a network of thousands of trained professionals and served over 6 million sessions across UAE, KSA, Kuwait, Qatar and Oman. With a team of 200+ full-timers and over 1000 service professionals, we pride ourselves in having created a culture that puts people first.
 <br/>
 <br/>
 We promise our customers stellar service, our suppliers a valuable partner, our professionals a better life, and our employees a work environment where they can be their best versions of themselves.
 <br/>
 <br/>
 Join the tribe and let&rsquo;s become
 <strong>
  #everydaybetter
 </strong>
 , together!
 <br/>
 <br/>
 Powered by JazzHR
 <br/>
 <br/>
 xLM7coHfVR
</div>


JUSTLIFE

<div><p><b>Justlife</b> is rocking the region with its beautifully designed for all home services app and looking for brilliant minds and skilled professionals who can think outside the box and have a limit that defies the sky.</p><p>
Do you envision shaping the future of all home services in one of the fast-growing tech startups based in Dubai?</p><p><b>
Come onboard and dedicate yourself to becoming #everydaybetter!</b></p><p>
Take over a key role as a<b> Customer Support Manager</b> in the <b>Fulfillment - Customer Experience </b>department, and be a part of this exciting adventure of never-ending growth and success.</p><p><b><br>
What we expect from you:</b></p><ul><li><b>
Lead Customer Support Teams</b>: Manage and mentor a dynamic group of supervisors and outsource managers. You'll plan and schedule the workforce to deliver exceptional customer experiences while driving key business metrics</li><li><b>
Oversee Performance:</b> Monitor and evaluate daily team performance, ensuring the achievement of company KPIs</li><li><b>
Stay Ahead of Trends:</b> Keep abreast of industry developments, including new CRM technologies and AI applications in Customer Support. Translate these insights into actionable strategies for Justlife</li><li><b>
Drive Strategy: </b>Develop and execute short-term and long-term customer care strategies to deliver the best customer experience in the region</li><li><b>
Build a High-Performing Team:</b> Foster a culture of excellence through goal setting and agile SOPs, ensuring customer satisfaction in reachability and resolution</li><li><b>
Champion Customer Feedback:</b> Collaborate across departments to highlight and act on customer feedback, advocating for a customer-centric approach company-wide</li><li><b>
Data-Driven Insights: </b>Analyze customer support data to identify trends, pain points, and areas for improvement. Use these insights to drive strategic decisions and improve overall service quality</li></ul><p><b><br>
What we are looking for:</b></p><ul><li>
A self-driven individual who thrives in a dynamic, fast-paced environment and embraces the challenges of a startup culture</li><li>
A proactive team player who&rsquo;s unafraid to experiment, learns from mistakes, and turns setbacks into growth opportunities</li><li>
7+ years of experience in Operations, Logistics, Customer Experience, or Service fields, with at least 3 years in a management role</li><li>
Proven experience in an e-commerce or startup setting</li><li>
Strong team collaboration and communication skills, with the ability to influence and engage cross-functional teams</li><li>
An analytical mindset with a strong customer focus, capable of making data-driven decisions that enhance the customer experience</li><li>
Hands-on approach and the ability to navigate and lead within complex operational environments</li><li>
Excellent verbal and written communication skills, with the ability to present ideas clearly and build strong interpersonal relationships</li><li>
Deep expertise in customer service, with a solid understanding of the end-to-end customer journey and the ability to view processes from the customer&rsquo;s perspective</li><li>
Exceptional organizational and time management abilities, ensuring efficient task prioritization in a fast-moving setting</li><li>
Strong problem-solving skills with a creative and tactical approach to responding to challenges in a dynamic environment</li><li>
Proficiency with technology, including software applications, computer systems, and phone systems</li></ul><p></p><p><b>
PERKS OF BEING A PART of JUSTLIFE</b></p><p>
Nothing would replace the start-up spirit, working with an <b>evolving culture</b> and <b>fulfilling workplace</b>! And, we offer you benefits like:</p><p><b><br>
We care about you</b></p><ul><li>
One-day extra vacation on your birthday with our JustHoliday!</li><li>
Free Justlife credits so you can enjoy our own services.</li><li>
Work reality escapes opportunities through team-building games, challenges, and many more activities.</li></ul><p><br>
<br>
<b>We improve you</b></p><ul><li>
Working with a great team and entrepreneurial spirit.</li><li>
Continuous learning with mentorship, coaching, on-the-job, and internal-external training.</li><li>
Never-ending growth and fast career development and internal career opportunities.</li><li>
A fair and objective Performance Management System.</li></ul><p><b><br>
We recognize you</b></p><ul><li>
Ignition of the hero in you through our &lsquo;&rsquo;JustHeroes&rsquo;&rsquo; Reward and Recognition Program.</li><li>
Availability of company discounts and gift vouchers.</li><li>
A bonus for every successful Employee Referral.</li></ul><p></p><p><b><br>
ABOUT US</b></p>
<p>At Justlife, we envision a life without any chores that keep you from doing what you really want to.
</p><p>Justlife is the region&rsquo;s leading super app for home services. We connect individual needs with on-demand services, through our innovative marketplace platform.
</p><p>We helped digitalize the cleaning service industry in UAE, back in 2015, and have been expanding our services from home cleaning alone to serving all our customer&rsquo;s needs at home across the GCC. We now offer home cleaning, salon &amp; spa at home, healthcare at home, maintenance &amp; repairs, upholstery cleaning, pest control &amp; disinfection, moving and packing, and car cleaning, and many more.</p>
<p>We built a network of thousands of trained professionals and served over 6 million sessions across UAE, KSA, Kuwait, Qatar and Oman. With a team of 200+ full-timers and over 1000 service professionals, we pride ourselves in having created a culture that puts people first.
</p><p>We promise our customers stellar service, our suppliers a valuable partner, our professionals a better life, and our employees a work environment where they can be their best versions of themselves.</p>
<p>Join the tribe and let&rsquo;s become <b>#everydaybetter</b>, together!</p><p>
</p><p>xLM7coHfVR</p></div>

Dusky Solution

<p>We are seeking an <b>experienced Customer Support &amp; Upsell Manager</b> for our e-commerce store. The ideal candidate will handle customer queries, manage orders, and actively drive <b>upsells, cross-sells, and customer retention</b> through effective communication and relationship-building. This is a <b>full-time, on-site position</b> based in <b>North Karachi</b>.</p><p><b>Job Details</b></p><ul><li><b>Working Hours:</b> 10:00 AM &ndash; 7:00 PM</li><li><b>Job Type:</b> Full Time</li><li><b>Location:</b> North Karachi</li></ul><p><b>Key Responsibilities</b></p><ul><li>Handle customer inquiries via <b>calls, WhatsApp, social media, and email</b></li><li>Manage <b>order confirmations, cancellations, and follow-ups</b></li><li>Perform <b>upselling and cross-selling</b> during customer interactions</li><li>Retain customers through <b>repeat purchase strategies</b></li><li>Resolve complaints professionally to ensure <b>customer satisfaction</b></li><li>Maintain accurate customer and order records</li><li>Coordinate with warehouse and dispatch teams for smooth order processing</li><li>Follow company SOPs and meet <b>daily/weekly sales targets</b></li><li>Collect customer feedback and suggest improvements</li></ul><p><b>Required Skills &amp; Qualifications</b></p><ul><li>Proven experience in <b>e-commerce customer handling</b></li><li>Strong expertise in <b>upselling, cross-selling, and customer retention</b></li><li>Excellent communication skills (Urdu &amp; basic English)</li><li>Experience with <b>WhatsApp Business, CRM tools, or order management systems</b></li><li>Ability to handle pressure and meet sales targets</li><li>Strong problem-solving and negotiation skills</li><li>Punctual, responsible, and customer-focused attitude</li></ul><p><b>Preferred (Bonus) Skills</b></p><ul><li>Experience working with <b>Shopify, Daraz, WooCommerce, or custom e-commerce platforms</b></li><li>Familiarity with COD order confirmation processes</li><li>Knowledge of sales funnels and customer lifecycle</li></ul><p>Job Types: Full-time, Contract<br/>Contract length: 6 months</p><p>Pay: Rs30,000.00 - Rs50,000.00 per month</p><p>Experience:</p><ul><li>Customer Service Representative: 1 year (Required)</li><li>Upselling: 1 year (Required)</li><li>Whatsapp : 1 year (Preferred)</li></ul><p>Work Location: In person</p>

Customer Support & Upsell Manager (E-commerce)

AEROCONTACT

<div>
 <strong>
  Company Description
  <br/>
  <br/>
 </strong>
 Do you want to shape the world of tomorrow and work on innovative projects? Then you're a good fit for us! We are a global engineering group with 15,000 employees and 140 locations worldwide. With our services, we are driving the topics of energy efficiency, climate protection and decarbonization and developing tech industries into new dimensions.
 <br/>
 <br/>
 The world of SEGULA Technologies Experts revolves around industries such as automotive, software, energy and life sciences. As an independent player, we support OEMs and suppliers with personal engineering services. Take advantage of new opportunities and take on exciting tasks and attractive positions with direct customer assignment.
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  Job Description
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 Title: Field Service Representative - Customer Support Manager (Aerospace (A380 experience mandatory) Dubai, UAE
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 Industry: Aerospace/ Aviation
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 Location: Dubai, UAE Airline/Airport Site-Based Contract Type: 12-month assignment renewable Full-time
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  Job Description
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 We are looking for a Customer Support Manager (CSM) with a strong Field Representative background to support in-service activities for a wide-body fleet operated by a leading airline in the Middle East.
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 Based full-time in Dubai, on the airlines premises, you will manage customer support operations for nacelle and related equipment on a major wide-body programme (including A380), ensuring smooth day-to-day operations and a high level of customer satisfaction.
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 You will be the main interface between the airline, the OEM support organization and internal technical teams, providing 24/7 support when necessary to help prevent and mitigate operational disruptions (AOG, delays, cancellations) linked to the equipment in your scope.
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 Key Responsibilities
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   Manage Customer Support operations on the airlines site for nacelle and related equipment on the A380 fleet.
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   Act as the primary point of contact for the customers technical, maintenance and operational teams.
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   Build, maintain and develop strong customer relationships at all levels, ensuring satisfaction and trust over the long term.
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   Provide day-to-day technical advice to the airlines teams to avoid or reduce operational disruptions (D&amp;C, AOG, repeated removals, etc.).
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   Coordinate and follow up on maintenance actions and repairs related to the equipment in scope.
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   Anticipate and identify potential technical, spares or commercial issues/opportunities affecting the maintenance and operation of the equipment and propose mitigation plans.
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   Monitor and report operational KPIs (technical events, delays, removals, turnaround time, service level, etc.) to the central Customer Support organisation.
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   Prepare clear and regular reports on activities, issues, risks and improvement actions.
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   Use dedicated OEM/customer portals and digital tools for event tracking, case management and documentation (including tools equivalent to SAFRAN portals).
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   Represent the OEM/customer support organization on site and lead local support processes, in coordination with remote teams.
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   Contribute to continuous improvement of processes and customer experience.
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   Support knowledge transfer, coaching and competence development of local teams
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 Additional Information
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 Languages
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   Arabic: fluent
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   English: fluent
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   French: fluent (or strong professional proficiency)
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  Other Requirements
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   Eligible to obtain and maintain airport airside access in Dubai.
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   Willing to be based on the airlines premises (airport/maintenance environment).
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   Availability for occasional out-of-hours or 24/7 support in case of operational emergencies.
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   Strong sense of confidentiality, data protection and compliance with local regulations and airline/OEM safety rules.
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 If you are passionate about aerospace, enjoy being close to airline operations and want to play a key role in supporting a strategic wide-body programme in the Middle East, we would be pleased to review your application.
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 Please note that only shortlisted candidates will be contacted
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  Qualifications
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   Degree or diploma in Aerospace/Aeronautical/Mechanical Engineering (or equivalent experience).
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   Solid experience in Aerospace Maintenance (airline, MRO, OEM or similar), ideally on nacelles/engines/structures.
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   Previous experience as Field Representative, Customer Support Engineer/Manager, In-Service Support or similar, working directly with airline customers.
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   Good knowledge of wide-body aircraft operations; experience with A380
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   Understanding of airline/MRO maintenance processes (line and base maintenance, troubleshooting, reliability).
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   Comfortable using OEM and airline portals/digital tools for technical event follow-up, documentation and reporting (experience with SAFRAN-type portals is a plus).
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   Strong customer-facing and communication skills, with the ability to manage expectations in a demanding operational environment.
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   Rigorous, organized and able to work autonomously on a remote customer site while reporting regularly to central teams.
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 </ul>
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Field Service Representative - Customer Support Manager  (Aerospace (A380 experience mandatory) Dubai, UAE - SEGULA TECHNOLOGIES

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Field Service Representative - Customer Support Manager (Aerospace (A380 experience mandatory) Dubai, UAE - SEGULA TECHNOLOGIES