About Us:
YAP Pakistan is EMI IPA Licensee holders is in the process to launch the EMI Wallets is at the forefront of digital financial innovation. We are committed to providing secure, user-friendly, and cutting-edge financial solutions through our digital banking wallets. Our mission is to revolutionize how consumers and businesses access and manage their finances, making financial services more accessible, efficient, and transparent.

Location: Lahore, Pakistan

Position Overview:
The Manager Customer Support will lead YAP Pakistan’s customer support team, ensuring that customer inquiries are addressed promptly and efficiently. This role is key in enhancing the customer experience and resolving issues related to the company’s digital banking platform.

Key Responsibilities:

• Lead and manage the customer support team, ensuring timely resolution of customer inquiries and issues.

• Develop and implement customer service policies, procedures, and training programs.

• Monitor customer satisfaction metrics and take proactive steps to improve customer support quality.

• Handle escalated customer complaints and work with cross-functional teams to resolve issues.

• Utilize data to analyze customer support performance and identify areas for improvement.

• Collaborate with product teams to ensure that customer feedback is incorporated into product enhancements.

• Ensure the customer support team is knowledgeable about the company’s services, features, and processes.

Qualifications:

• Bachelor’s degree in Business, IT, or a related field.

• 5+ years of experience in customer support management, preferably in digital banking or fintech.

• Strong leadership and communication skills.

• Experience in handling customer complaints and resolving complex issues.

What We Offer:

• Competitive salary and benefits package.

• Opportunities for professional growth and advancement.

• A dynamic, innovative, and inclusive work environment.

• Exposure to cutting-edge technology in the fintech sector

Why Join Us?

• Be part of an innovative fintech company that is transforming banking experiences in Pakistan and beyond.

• Opportunity for professional growth and development in a dynamic environment.

• Engage in a culture that values teamwork, creativity, and customer-centricity.