Fulcrum Pvt Ltd is looking for a " Customer Support Manager" for it's leading client.
Industry : IT Software House
Who Are We Looking For?
Customer Support Team Lead is responsible for leading and managing the Support Team to ensure customer satisfaction, retention, and revenue growth. This role will monitor team performance and ensure the excellent customer service is being provided with the efficient and effective resolution of customer queries and issues.
Key Responsibilities

• Oversee the resolution of customer inquiries and issues via phone, email, and chat.
• Ensure all customer interactions are handled professionally and efficiently.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Manage and mentor a team of support agents, providing guidance and support.
• Handle complex customer issues and escalations, providing timely and effective resolutions.
• Liaise with technical teams to resolve critical issues that impact customers.
• Generate regular reports on support team performance, customer satisfaction, and key metrics.
• Use data-driven insights to make informed decisions and strategic improvements.
• Develop and implement standard operating procedures for the support team.
• Identify and address gaps in the support process to enhance customer satisfaction.
• Collaborate with other departments to streamline support-related processes.
• Conduct regular performance reviews and provide constructive feedback.
• Foster a positive and productive work environment.
• Ensure team and individual performance alignment through consistent and effective communication, goal setting, and performance assessments.
• Ensures that project/department milestones/goals are met.
• Organize training sessions for the support team to enhance their skills and knowledge.
• Stay updated with the latest industry trends and technologies and share insights with the team.

Qualifications and Skills

• Bachelor’s degree in Computer Science, Information Technology or related field.
• Minimum 5 years of experience in Client success management for IT clients with proven track record of leadership and team management.
• Strong communication, leadership, and interpersonal skills.
• Strong knowledge of the ITIL processes.
• Strong knowledge of industry standards such as PCI, HIPAA, etc.
• Strong analytical and problem-solving skills.
• Ability to perform well in a fast-paced environment.
• Possesses and displays sound judgment, initiative, and flexibility.

Other Requirments

• Our Isb. office address is Plot 3, Class- III Shopping Center, Fayyaz Market, G-8/2 G 8/2 G-8, Islamabad, Islamabad Capital Territory. Karachi Office is located in Emarah Suites, SMCHS, Across FTC, Shara-e-Faisal.

• Work Days are Monday to Friday. Shift hours are not standard 9am to 6pm. None of our jobs are 9 to 6 pm since our clients are based out of Pakistan mainly in US, North America and now will have GCC region too. Job timing for any position will vary based on job requirement and it can range 9 hours, from 1pm-3pm till 10pm-12am. It can also be evening to overnight based on the regions being catered to. We need someone who is used to of working in US/Europe time zone along with Asia pacific, Saudia and GCC region and have exposure of virtual connectivity mode of communication. This job is not for those who are working somewhere in morning time and wants to work in night shift or vice versa. We don't allow dual employment and someone who has relevant experience will be aware about the work routine in such type of jobs.

• Company work force is around 50 in Pakistan.

• Mode of interview will be online, and last meeting will be on-site. There will be 2 virtual interviews and 1 on site meeting, after I find the shared CV as shortlisted based on your given information and CV review.

• Excellent communication in spoken and written communication in English is mandatory requirement for all of our job roles. Anyone who seems to be technically fit but doesn't have appropriate communication is not eligible to be shortlisted. Candidate should be able to work with remote teams in global coordination with understanding of global time zones and able to work in any shift hour.

• Lastly, we encourage to hire female candidates to maintain the team diversity.

Job Type: Full-time
Pay: Rs200,000.00 - Rs250,000.00 per month