Chief Happiness Officer - Customer Experience Leader

Profyd; Lahore; On-site; PKR 781,000 - 1,228,000; Full time

Benefits offered by this job

Performance bonuses

Leadership development

International exposure

Growth path to CCO/VP

Job summary

Profyd is a fast-growing education support company based in Pakistan and is seeking a Head of Customer Happiness Officer to lead the end-to-end client and student experience. The role focuses on onboarding, ongoing satisfaction, retention, and relationship management to build happiness-driven systems at scale.

You will own the client journey from onboarding to long-term engagement, shaping a culture centered on happiness and client success.

Qualifications

• 2+ years of experience in customer success or happiness roles.
• Proven leadership and team management.
• Experience with international clients and CRM systems.
• Strong empathy and communication skills.

Responsibilities

• Design and implement a comprehensive customer happiness strategy across all client touchpoints
• Lead the customer happiness team, ensuring every client interaction is positive, responsive, and solution-oriented
• Manage and monitor NPS scores, client satisfaction surveys, and happiness KPIs
• Build and maintain long-term relationships with international students and their families
• Develop onboarding processes that ensure new clients feel supported and valued from day one
• Handle complex or sensitive client escalations with professionalism and empathy
• Collaborate with the sales team to improve retention and reduce churn
• Train and mentor the customer support and happiness team on best practices
• Generate regular reports on client satisfaction, complaints, and happiness metrics for senior management

Skills

Customer Success

Leadership

Client Relationship Management

Interpersonal Skills

Communication

Conflict Resolution

International clients handling

Tools

CRM tools

Helpdesk software

Job description

Profyd is a fast-growing education support company based in Pakistan and is seeking a Head of Customer Happiness Officer to lead the end-to-end client and student experience. The role focuses on onboarding, ongoing satisfaction, retention, and relationship management to build happiness-driven systems at scale.

You will own the client journey from onboarding to long-term engagement, shaping a culture centered on happiness and client success.