Client Support Associate

Decklaration; Lahore; On-site; PKR 446,000 - 781,000; Full time

Job summary

Decklaration seeks a Client Support Associate to assist our existing clients, resolving queries and ensuring smooth day-to-day platform usage in a SaaS fleet management environment. You will respond via chat, email, and calls, troubleshoot issues, guide on platform features, and collaborate with product and onboarding teams to ensure a seamless client experience with AI-assisted resolutions.

We value customer focus, proactive problem solving, and clear English communication to deliver reliable

Qualifications

• 6 months to 1 year of experience in client support, customer service, or similar roles in a SaaS environment.
• Strong problem-solving and troubleshooting skills.
• Good English communication skills with the ability to assist clients clearly.
• Ability to handle multiple client queries and prioritize effectively.
• Detail-oriented with strong organizational skills.
• Experience using CRM or support tools is a plus.
• Strong understanding of AI Tools mainly Claude and Claude code.
• Customer-focused mindset with a proactive approach.

Responsibilities

• Respond to client queries via chat, email, and calls in a timely and professional manner.
• Troubleshoot platform-related issues and provide clear, step-by-step solutions.
• Assist clients with day-to-day operations including bookings, pricing updates, and system usage.
• Identify, investigate, and escalate technical issues to the relevant internal teams when needed.
• Maintain accurate records of client interactions, issues, and resolutions.
• Guide clients on platform features, best practices, and new updates.
• Monitor recurring issues and proactively suggest improvements or solutions.
• Collaborate with onboarding, product, and technical teams to ensure a seamless client experience.
• Ensure high levels of customer satisfaction and timely resolution of concerns using AI-assisted automated solutions.

Skills

Client support experience

Troubleshooting

English communication

AI Tools (Claude)

Tools

CRM tools

Job description

1Now is a SaaS-based Fleet Management Solution built for car rental businesses. We help owners boost revenue, reduce Turo commission fees, and streamline operations through features such as custom rental websites, secure driver verification, automated rental agreements, and powerful fleet analytics.

We are looking for a Client Support Associate who can assist our existing clients by resolving their queries, ensuring smooth day-to-day platform usage, and delivering a reliable support experience.

Key Responsibilities:

• Respond to client queries via chat, email, and calls in a timely and professional manner.
  
• Troubleshoot platform-related issues and provide clear, step-by-step solutions.
  
• Assist clients with day-to-day operations including bookings, pricing updates, and system usage.
  
• Identify, investigate, and escalate technical issues to the relevant internal teams when needed.
  
• Maintain accurate records of client interactions, issues, and resolutions.
  
• Guide clients on platform features, best practices, and new updates.
  
• Monitor recurring issues and proactively suggest improvements or solutions.
  
• Collaborate with onboarding, product, and technical teams to ensure a seamless client experience.
  
• Ensure high levels of customer satisfaction and timely resolution of concerns using AI-assisted automated solutions.
  

Requirements

• 6 months to 1 year of experience in client support, customer service, or similar roles in a SaaS environment.
  
• Strong problem-solving and troubleshooting skills.
  
• Good English communication skills with the ability to assist clients clearly.
  
• Ability to handle multiple client queries and prioritize effectively.
  
• Detail-oriented with strong organizational skills.
  
• Experience using CRM or support tools is a plus.
  
• Strong understanding of AI Tools mainly Claude and Claude code.
  
• Customer-focused mindset with a proactive approach.