Team Lead – Customer Support

Customer Support Lead / CX Manager

Location: Bahria Phase 7, Rawalpindi (On-site)
Job Type: Full-time
Salary: PKR 80,000 – 100,000 (Based on experience)

About the Role

We are looking for a Customer Support Lead / CX Manager who can build systems, lead teams, and handle high-pressure situations in a fast-paced environment. This role is ideal for someone who goes beyond managing tickets and takes full ownership of customer experience.

Key Responsibilities

Operations Management

• Oversee multi-channel support (calls, WhatsApp/chat, email)
• Monitor live queues and ensure SLA adherence

Escalation Handling (Critical)

• Manage high-priority customer complaints
• Resolve driver disputes (earnings, behavior, fraud)
• Handle safety-related incidents
• Act as final decision-maker on complex cases

SOPs & Quality Control

• Develop and improve call scripts, templates, and escalation processes
• Ensure consistent and high-quality customer interactions

Team Leadership

• Conduct daily huddles and coaching sessions
• Monitor agent performance and provide feedback
• Manage performance reviews and improvement plans

Customer Experience Ownership

• Improve rider and driver satisfaction
• Identify and resolve key friction points in operations

Cross-Functional Coordination

• Work closely with Operations, Tech, and Marketing teams

Reporting & Insights

• Track KPIs, analyze trends, and provide actionable insights

Requirements

Must-Have Skills

• Strong communication skills (Urdu & English required; Punjabi is a plus)
• Proven leadership and team management experience
• Ability to handle escalations and make decisions under pressure
• Understanding of KPIs, SLAs, and performance metrics

Good-to-Have

• Experience in ride-hailing, logistics, or BPO industry
• Familiarity with CRM/ticketing systems
• Exposure to automation tools or AI-based support systems

Experience

• 3–6 years of total experience
• At least 1–2 years managing a support team (10–30 agents preferred)

What We’re Looking For

• Calm under pressure
• Solution-oriented mindset
• Strong ownership and accountability
• High emotional intelligence
• Fast decision-making ability

Why Join Us?

• Opportunity to build and scale support systems
• Leadership role with high ownership
• Fast-growing and dynamic work environment

Job Types: Full-time, Contract
Contract length: 15 months

Pay: Rs80,000.00 - Rs100,000.00 per month

Work Location: In person