Customer Experience Lead — Evening & Rotational Shifts

Antler Co; Karachi Division; On-site; PKR 446,000 - 781,000; Full time

Benefits offered by this job

Medical coverage

Travel allowance

Gratuity

Learning opportunities

Leadership exposure

Career growth

Collaborative culture

Job summary

Sastaticket.pk is seeking a Customer Service Executive for evening and rotational shifts in Karachi, Pakistan. You will handle calls and other channels, providing travel information, processing bookings, changes, cancellations, refunds, and post-booking queries.

The role emphasizes empathy, accuracy, ownership, and adaptability in a fast-paced, performance-driven environment. New joiners receive one month of structured training followed by ongoing coaching and on-the-job support, with

Qualifications

• Bachelor’s or master’s degree in Computer Science or an equivalent technical discipline.
• 2+ years of experience in DevOps, Cloud, Platform Engineering, or a similar role.
• Strong hands-on experience with AWS and operating Kubernetes (EKS) in production.
• Practical Infrastructure as Code experience using Terraform.
• Hands-on CI/CD experience using GitHub Actions.
• Experience with monitoring and observability tools such as CloudWatch, Prometheus, Grafana, ELK, or Datadog.
• Strong Linux fundamentals and excellent troubleshooting and incident-handling skills.
• Solid understanding of networking concepts and architectures.
• Experience with Docker and Helm is an advantage.
• Knowledge of AWS cost optimization and FinOps practices is an advantage.
• Exposure to security- or compliance-driven environments, including payment or PCI-related workflows, is an advantage.
• Familiarity with SRE principles such as SLIs, SLOs, and error budgets is an advantage.
• Experience supporting high-traffic consumer platforms such as travel, e-commerce, or fintech is an advantage.

Responsibilities

• Handle customer inquiries with professionalism and courtesy.
• Provide accurate guidance on travel options, policies, pricing, and services.
• Guide customers through the booking journey and explain steps and requirements.
• Maintain booking records and update systems accurately.
• Troubleshoot issues and escalate when needed to resolve cases.
• Handle complaints with empathy and sound judgment.
• Propose suitable travel alternatives to improve outcomes.
• Follow up on pending cases and close communication loops.
• Aim for high service quality and first-contact resolution.
• Keep CRM records complete and up-to-date.
• Stay informed on policies, product updates, and processes.
• Collaborate with teams to resolve issues needing broader support.
• Identify recurring problems and opportunities for process improvement.
• Use AI tools responsibly while protecting customer information.

Skills

Ownership

Customer empathy

Communication

Problem solving

Incident management

Education

Bachelor’s degree in CS or equivalent

Tools

AWS

Kubernetes (EKS)

Terraform

GitHub Actions

Docker

Helm

CloudWatch

Prometheus

Grafana

ELK

Datadog

Job description

Sastaticket.pk is seeking a Customer Service Executive for evening and rotational shifts in Karachi, Pakistan. You will handle calls and other channels, providing travel information, processing bookings, changes, cancellations, refunds, and post-booking queries.

The role emphasizes empathy, accuracy, ownership, and adaptability in a fast-paced, performance-driven environment. New joiners receive one month of structured training followed by ongoing coaching and on-the-job support, with