VA with IT Background (On-site Bahawalpur)

The Tech Tribe (TTT) is seeking a Customer Support Manager to join our team for an international SaaS client. This is a On-site, full-time role (US business hours) that combines customer support, technical troubleshooting, and digital marketing know-how .

You’ll be helping clients onboard, configure, and optimize their use of SaaS platforms in the performance marketing space, ensuring smooth operations and excellent customer experiences.

Key Responsibilities

• Provide technical and functional support to clients via email, chat, and video calls.
• Troubleshoot issues related to API configurations, system integrations, and SaaS platform workflows .
• Assist users with setting up and troubleshooting CRM tools, marketing automation systems, and analytics dashboards .
• Develop a working knowledge of digital marketing and lead generation workflows (advertisers, offers, publishers, conversion tracking).
• Create and maintain documentation, FAQs, and training materials for common processes and troubleshooting.
• Collaborate with internal product, engineering, and marketing teams to escalate and resolve complex issues.
• Identify recurring issues and provide feedback for product/process improvements.
• Track client requests, monitor performance data, and contribute to overall client success and retention.

Requirements

• Proven experience in customer support or technical support , preferably within SaaS or digital marketing environments.
• Familiarity with API testing/configuration tools (e.g., Postman).
• Understanding of digital marketing concepts such as lead generation, campaign management, and data flows.
• Strong English communication skills (written & verbal).
• Excellent problem-solving skills with the ability to explain technical concepts to non-technical users.
• Comfortable working 7 :00 PM – 4:00 AM Pakistan time.

Nice-to-Haves (Preferred Qualifications)

• Background in IT, Computer Science, or Marketing Technology (MarTech).
• Hands-on experience with tools like HubSpot, Zapier, Looker Studio, or ad platforms (Google Ads, Facebook Ads) .
• Experience with customer support platforms (e.g., Zendesk, Intercom, Freshdesk).
• Basic knowledge of SQL, JavaScript, or scripting languages .

What We Offer

• No need hide your real identity in front of the US client
• Long-term role with opportunities for career growth (our last hire in this role is already on track for a promotion).
• Exposure to global SaaS clients in the performance marketing industry.
• A collaborative environment with structured onboarding and ongoing support.

📩 Interested candidates can apply with their CV and a brief cover letter outlining relevant experience.