User Support Specialist - (Onsite)

A fast paced startup Company is hiring a User Support Specialist.

Job Type: Onsite

Shift Timings: 6 pm to 2 am (PK Time)

Location: Shahrah-e-Faisal, Karachi

Industry: AI / Fintech

Responsibilities:

• Respond to user queries promptly and professionally via email, chat, and phone
• Troubleshoot and resolve user issues — account access, app behavior, billing questions, and feature guidance
• Escalate technical bugs and edge cases to the engineering team with clear, reproducible descriptions
• Maintain and update help documentation, FAQs, and canned responses as the product evolves
• Track recurring issues and surface patterns to product and engineering to drive improvements
• Guide users through onboarding, feature adoption, and account setup
• Follow up on resolved issues to ensure user satisfaction and close the loop

Requirements:

• 1-2 years in a customer support, help desk, or user-facing role
• Excellent written communication — clear, concise, and professional tone in every interaction
• Strong verbal communication — able to articulate issues and solutions clearly
• Empathetic and patient — able to handle frustrated users with composure and care
• Detail-oriented — able to document issues clearly and follow through on resolutions
• Comfortable learning new software tools quickly and navigating technical products
• Organized and self-driven — able to manage multiple conversations and prioritize effectively

Job Type: Full-time

Pay: Rs12,000.00 - Rs200,000.00 per month

Application Question(s):

• Can you work Onsite in 6PM - 2AM Shift at Shahra-e-Faisal?
• Expected Pay?
• Current Pay?

Work Location: In person