customer support manager

Zeal

<div>
 
 
 About Zeal
 
 
 
 Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal&rsquo;s advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics &amp; tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.
 
 
 
 
 
 
 
 
 
 Role Overview
 
 
 
 We are looking for an experienced and driven
 
 Customer Support Manager
 
 to lead Zeal&rsquo;s support operations and ensure exceptional service for our merchants. This role is a mix of leadership, process optimization, and cross-functional collaboration, requiring someone who can balance operational efficiency with a strong focus on customer experience. You will manage and coach our support team, oversee day-to-day operations, implement quality programs, and ensure our merchants receive timely and effective support across all touchpoints.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 . Team Leadership &amp; Coaching
 
 
 <ul>
 <li>
 Recruit, onboard, and mentor chat support agents.
 </li>
 <li>
 Conduct regular performance evaluations, 1:1s, and coaching sessions.
 </li>
 <li>
 Foster a culture of accountability, continuous learning, and high performance.
 </li>
 </ul>
 
 
 . Operational Efficiency
 
 
 <ul>
 <li>
 Manage support queues and ensure coverage during peak hours and 24/7 operations as needed.
 </li>
 <li>
 Optimize workflows and leverage automation to improve handling times and customer experience.
 </li>
 <li>
 Monitor key KPIs such as First Response Time (FRT), Resolution Time, CSAT, and SLA adherence.
 </li>
 </ul>
 
 
 . Quality Assurance &amp; Training
 
 
 <ul>
 <li>
 Implement QA programs to review agent conversations and provide actionable feedback.
 </li>
 <li>
 Ensure team members are trained on new product features, processes, and compliance requirements.
 </li>
 <li>
 Act as the point of escalation for complex merchant-related issues.
 </li>
 <li>
 Design and maintain knowledge bases, workflows, and training modules.
 </li>
 </ul>
 
 
 . Process Improvement &amp; Customer Advocacy
 
 
 <ul>
 <li>
 Gather and analyze merchant feedback, escalating pain points to product and operations teams.
 </li>
 <li>
 Represent the &ldquo;voice of the customer&rdquo; in roadmap and process discussions.
 </li>
 <li>
 Develop and implement initiatives to enhance customer satisfaction and retention.
 </li>
 </ul>
 
 
 . Analytics &amp; Reporting
 
 
 <ul>
 <li>
 Track and analyze support metrics including NPS, SLA adherence, and resolution rates.
 </li>
 <li>
 Prepare reports for leadership highlighting trends, performance insights, and recommendations.
 </li>
 <li>
 Monitor churn indicators and sentiment trends to proactively address risks.
 </li>
 </ul>
 
 
 . Cross-Functional Collaboration
 
 
 <ul>
 <li>
 Partner with sales, account management, product, and operations to ensure a seamless merchant lifecycle.
 </li>
 <li>
 Collaborate with stakeholders to refine processes, improve communications, and resolve systemic challenges.
 </li>
 </ul>
 
 
 
 
 
 What We&rsquo;re Looking For
 
 
 <ul>
 <li>
 2&ndash;3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.
 </li>
 <li>
 Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.
 </li>
 <li>
 Strong background in performance management, hiring, planning, and budget oversight.
 </li>
 <li>
 Experience working with UK fintech culture and banking systems is a plus.
 </li>
 <li>
 Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).
 </li>
 <li>
 Data-driven decision-making with solid analytical and reporting skills.
 </li>
 <li>
 Expertise in process improvement and change management.
 </li>
 <li>
 Strong leadership and people management skills.
 </li>
 <li>
 High adaptability and problem-solving mindset in fast-paced environments.
 </li>
 </ul>
 
 
 
 
 
 Nice to Have
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree; MBA preferred.
 </li>
 <li>
 Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.
 </li>
 <li>
 Additional languages are a plus.
 </li>
 </ul>
 
 
 
 
 
 
 
 
 What You&rsquo;ll Love About Us:
 
 
 <ul>
 <li>
 
 💻 Work from Anywhere:
 
 Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
 </li>
 <li>
 
 💰 Competitive Compensation:
 
 We value your talent and offer packages that reflect it.
 </li>
 <li>
 
 🤝 Collaborative Culture:
 
 Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
 </li>
 <li>
 
 💡 Make an Impact:
 
 Have ideas to make things better? Awesome. We&rsquo;re all ears and ready to innovate.
 </li>
 <li>
 
 🚀 Shape the Future of Fintech:
 
 Work on cutting-edge fintech solutions that impact thousands of users.
 </li>
 </ul>
 
 
 
</div>

Customer Support Manager

<div><h3 class="jobSectionHeader">About Zeal:</h3>
Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal's advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics &amp; tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data. 
 
<h3 class="jobSectionHeader">About The Role:</h3>
We are looking for an experienced and driven Customer Support Manager to lead Zeal's support operations and ensure exceptional service for our merchants. This role is a mix of leadership, process optimization, and cross-functional collaboration, requiring someone who can balance operational efficiency with a strong focus on customer experience. You will manage and coach our support team, oversee day-to-day operations, implement quality programs, and ensure our merchants receive timely and effective support across all touchpoints. 
 
<h3 class="jobSectionHeader">Key Responsibilities</h3>
Team Leadership &amp; Coaching
<ul><li>Recruit, onboard, and mentor chat support agents.</li>
<li>Conduct regular performance evaluations, 1:1s, and coaching sessions.</li>
<li>Foster a culture of accountability, continuous learning, and high performance.</li>
</ul>Operational Efficiency
<ul><li>Manage support queues and ensure coverage during peak hours and 24/7 operations as needed.</li>
<li>Optimize workflows and leverage automation to improve handling times and customer experience.</li>
<li>Monitor key KPIs such as First Response Time (FRT), Resolution Time, CSAT, and SLA adherence.</li>
</ul>Quality Assurance &amp; Training
<ul><li>Implement QA programs to review agent conversations and provide actionable feedback.</li>
<li>Ensure team members are trained on new product features, processes, and compliance requirements.</li>
<li>Act as the point of escalation for complex merchant-related issues.</li>
<li>Design and maintain knowledge bases, workflows, and training modules.</li>
</ul>Process Improvement &amp; Customer Advocacy
<ul><li>Gather and analyze merchant feedback, escalating pain points to product and operations teams.</li>
<li>Represent the &ldquo;voice of the customer&rdquo; in roadmap and process discussions.</li>
<li>Develop and implement initiatives to enhance customer satisfaction and retention.</li>
</ul>Analytics &amp; Reporting
<ul><li>Track and analyze support metrics including NPS, SLA adherence, and resolution rates.</li>
<li>Prepare reports for leadership highlighting trends, performance insights, and recommendations.</li>
<li>Monitor churn indicators and sentiment trends to proactively address risks.</li>
</ul>Cross-Functional Collaboration
<ul><li>Partner with sales, account management, product, and operations to ensure a seamless merchant lifecycle.</li>
<li>Collaborate with stakeholders to refine processes, improve communications, and resolve systemic challenges.</li> 
</ul> 
<h3 class="jobSectionHeader">What We're Looking For</h3>
<ul><li>2&ndash;3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.</li>
<li>Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.</li>
<li>Strong background in performance management, hiring, planning, and budget oversight.</li>
<li>Experience working with UK fintech culture and banking systems is a plus.</li>
<li>Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).</li>
<li>Data-driven decision-making with solid analytical and reporting skills.</li>
<li>Expertise in process improvement and change management.</li>
<li>Strong leadership and people management skills.</li>
<li>High adaptability and problem-solving mindset in fast-paced environments.</li> 
</ul> 
<h3 class="jobSectionHeader">Nice to Have</h3>
<ul><li>Bachelor's degree; MBA preferred.</li>
<li>Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.</li>
<li>Additional languages are a plus.</li></ul><h3 class="jobSectionHeader">
What You'll Love About Us</h3>
<ul><li>Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.</li><li>
Competitive Compensation: We value your talent and offer packages that reflect it.</li><li>
Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.</li><li>
Make an Impact: Have ideas to make things better? Awesome. We're all ears and ready to innovate.</li><li>
Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.</li></ul></div>

qualitycare

We are looking for an International Customer Service Representative for our valued client.Job location: F. B. Area KarachiResponsibilities: Handling customer queries via call and email, providing solutions, and maintaining swift responses.Requirements: Intermediate education, excellent written and verbal EnglishExcellent Communication skillsCompensation: PKR 40,000-70,000per monthTimings: Night shifts.Job Type: Full-timeWork Location: In personJob Type: Full-timePay: Rs40,000.00 - Rs70,000.00 per monthWork Location: In person

A2A Trading

Job description:We are a fast-growing Direct-to-Consumer (D2C) brand selling innovative consumer electronics across Amazon, Flipkart, and other marketplaces in India. We pride ourselves on delivering exceptional customer experiences and are looking for a Customer Support Manager (E-Commerce) to lead our support team and handle marketplace escalations efficiently.Job Role &amp; Responsibilities:1.Team Leadership:<ul><li>Manage and mentor a team of customer support executives.</li><li>Set performance benchmarks, conduct training, and ensure high productivity.</li><li>Monitor response times, resolution rates, and customer satisfaction (CSAT/NPS).</li></ul>2.Marketplace Escalations &amp; Complaints:<ul><li>Handle high-priority customer escalations from Amazon, Flipkart, and other platforms.</li><li>Resolve negative reviews, A-to-Z claims, return/refund disputes, and seller performance metrics.</li><li>Coordinate with marketplace support teams to resolve policy-related issues.</li></ul>3.Process Improvement:<ul><li>Develop and optimize SOPs for customer queries, returns, and refunds.</li><li>Implement chatbots, FAQs, and self-help tools to reduce ticket volume.</li><li>Analyse customer pain points and work with product teams for improvements</li></ul>4.Performance Metrics &amp; Reporting:<ul><li>Track CSAT, response time, first-contact resolution (FCR), and order defect rate (ODR).</li><li>Generate weekly/monthly reports on support performance and marketplace feedback.</li></ul>5.Cross-functional Collaboration:<ul><li>Work with logistics, operations, and marketplace teams to streamline order fulfillment and reduce complaints.</li><li>Escalate technical/product issues to the relevant teams for resolution.</li></ul>Skills &amp; Qualifications:<ul><li>3+ years of experience in e-commerce customer support, preferably in consumer electronics.</li><li>Strong understanding of Amazon Seller Central, Flipkart Seller Hub, and other marketplace policies.</li><li>Experience handling escalations, returns/refunds, and seller performance metrics.</li><li>Excellent communication (written &amp; verbal) in English and Hindi (regional languages a plus).</li><li>Proficiency in CRM tools (Freshdesk, etc.) and Excel/Google Sheets.</li><li>Problem-solving mindset with a customer-first approach.</li></ul>Why Join Us?<ul><li>Be part of a fast-growing D2C brand with a strong online presence.</li><li>Opportunity to build and scale the customer support function.</li><li>Competitive salary + performance incentives.</li><li>Flexible work culture.</li></ul>Job Type: Full-timePay: &#8377;35,000.00 - &#8377;40,000.00 per monthExpected Start Date: 15/09/2025

Customer Support Lead (Online Platforms)

Concrete Software Solutions Pvt Ltd

Job Title: Customer Support / Customer Service Manager or Team LeadWork Mode: Work from Office Working Days: Monday to Saturday Working Hours: 9:30 AM &ndash; 6:30 PM Industry: Express Cargo / Logistics / Customer CareRole OverviewWe are looking for experienced Customer support / Customer Service Managers or Team Leads to manage customer support and reporting operations. Each manager/team lead will be responsible for supervising a team of 6+ customer support Executives handling internal and external customer coordination, reporting, and support across branches in South India.Key Responsibilities:<ul><li>Lead and manage a team of 6+ customer support / customer service executives.</li><li>Ensure accurate and timely reporting to internal stakeholders and external customers.</li><li>Coordinate with local branches across South Indian states.</li><li>Monitor daily service performance, issue resolution, and escalations.</li><li>Ensure proper usage and maintenance of WMS (Warehouse Management System).</li><li>Generate and analyze Excel-based customer reports for operational review.</li><li>Maintain high levels of customer satisfaction and internal service standards.</li></ul>Required Skills &amp; Qualifications:<ul><li>Graduate or MBA.</li><li>4 to 5+ years of experience in customer support / customer service operations.</li><li>Prior experience in express cargo, logistics, or customer care industries is a must.</li><li>Excellent communication skills in English, Hindi, Kannada, Tamil, and Telugu.</li><li>Strong leadership and people management skills.</li><li>Advanced Excel proficiency (pivot tables, VLOOKUP, dashboards, etc.).</li><li>Working knowledge of WMS or similar warehouse/logistics management software.</li></ul>Job Type: Full-timePay: &#8377;40,000.00 - &#8377;50,000.00 per monthWork Location: In person

Customer support /Customer Service Manager

RIME GROUP FZE

JOB OBJECTIVE:The Aftersales Manager will be responsible for leading and managing all post-sales functions including service operations, spare parts, warranty, and customer support. This role ensures that customers receive timely, high-quality aftersales services that strengthen trust, enhance customer satisfaction, and secure long-term partnerships. Acting as a key link between clients and internal departments, the Aftersales Manager drives continuous improvement in service delivery while reinforcing Rime&rsquo;s position as a reliable partner in the Refrigeration industry.MAJOR DUTIES AND RESPONSIBILITIES:<ul><li>Develop and implement aftersales strategies, policies, and procedures to achieve customer satisfaction and service excellence.</li><li>Oversee service operations including installation support, maintenance contracts, warranty handling, and technical troubleshooting.</li><li>Manage spare parts inventory and ensure timely availability of parts to support customer needs.</li><li>Lead, train, and motivate the service and support team to maintain high standards of performance and professionalism.</li><li>Establish strong relationships with customers, addressing escalations and ensuring timely resolution of issues.</li><li>Monitor KPIs related to service quality, response times, customer satisfaction, and revenue from aftersales activities.</li><li>Collaborate with production, sales, and logistics teams to ensure seamless coordination and customer support.</li><li>Identify opportunities for process improvements and new service offerings to enhance competitiveness.</li><li>Prepare regular reports on aftersales performance, customer feedback, and business opportunities.</li></ul>QUALIFICATIONS:<ul><li>Bachelor&rsquo;s degree in Mechanical Engineering or a related field.</li><li>Minimum 5&ndash;8 years of experience in Service / Production management within Refrigeration or related industries.</li><li>Proven track record of leading service operations, managing teams, and handling customer escalations.</li><li>Solid understanding of warranty processes, spare parts management, and service contracts.</li><li>Solid understanding of refrigeration industry and troubleshooting methods.</li><li>Experience working in a multinational or regional company in the Middle East is preferred.</li></ul>REQUIRED SKILLS: <ul><li>Strong leadership and team management abilities.</li><li>Excellent communication, negotiation, and customer relationship skills.</li><li>Strategic thinking with the ability to balance customer needs and business goals.</li><li>Proficiency in MS Office and ERP systems; knowledge of CRM tools is an advantage.</li><li>Analytical mindset with problem-solving skills and attention to detail.</li><li>Ability to thrive under pressure and handle complex customer issues.</li></ul>Job Type: Full-time

After-Sales Manager

ORBIN

Job Title: Customer Success &amp; Retention Manager (US Campaign)Job Description:We are seeking a dynamic and results-driven professional to join our team as a Customer Success &amp; Retention Manager (US Campaign). The ideal candidate will be responsible for managing client relationships, driving sales opportunities, and ensuring customer satisfaction across US campaigns. The role requires strong communication, sales acumen, and a solid understanding of SEO, Digital Marketing, and Web Development services.Key Responsibilities:<ul><li>Act as the primary point of contact for clients, ensuring timely support and query resolution.</li><li>Build and maintain strong, long-term client relationships to drive retention and satisfaction.</li><li>Identify new business opportunities, generate leads, and convert prospects into clients.</li><li>Collaborate with the sales and marketing team to drive growth across SEO, Digital Marketing, and Web Development projects.</li><li>Conduct client onboarding, manage expectations, and ensure successful delivery of services.</li><li>Develop account strategies to achieve client goals and align with company objectives.</li><li>Provide regular performance reports, feedback, and upsell opportunities to clients.</li><li>Support the team in achieving monthly and quarterly sales targets for US-based campaigns.</li></ul>Requirements:<ul><li>2+ years of experience in Customer Support, Customer Success, Business.Development, or Sales Development (US campaign preferred).</li><li>Strong understanding of SEO, Digital Marketing, and Web Development services.</li></ul>Skills:<ul><li>Excellent communication, negotiation, and relationship management skills.</li><li>Ability to handle client queries with professionalism and deliver high-quality service.</li><li>Proven track record of meeting sales targets and ensuring client satisfaction.</li><li>Self-motivated, proactive, and results-oriented with a problem-solving mindset.</li></ul>Education:<ul><li>intermediate or bachelors.</li><li>excellent English communication skills</li></ul>benefits:Salary + 6% CommissionTimings:<ul><li>07:00pm - 04:00am (Monday - Friday).</li></ul>Location: Al-Hafeez Shopping Mall, Gulberg, Lahore.Job Type: Full-timeExperience:<ul><li>customer service and retention manager: 2 years (Required)</li></ul>Work Location: In person

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