Customer Experience Leader: Scale Support & Strategy

Burq; Lahore; On-site; PKR 2,009,000 - 3,571,000; Full time

Benefits offered by this job

Competitive salary

Medical

Educational courses

Generous Time Off

Job summary

Burq in Lahore is seeking an experienced Customer Support/Experience Manager to lead our growing support team. You will chart a clear path for service excellence, coach agents, and ensure our customers receive timely, helpful responses.

You will implement processes, monitor metrics, hire and train staff, and align support activities with company goals. The role demands strong communication, leadership, and a passion for problem-solving.

Qualifications

• Proven experience as a customer support/experience Manager, preferably within a similar environment.
• Proven experience in managing a customer support team.
• Thorough knowledge of legislation pertaining to consumer protection.
• Prior experience in a managerial or supervisory role will be advantageous.
• Top-notch oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our companys values.

Responsibilities

• Managing the customer support department’s day-to-day functions.
• Responding to escalated customer support issues.
• Implementing customer support processes to enhance customer satisfaction.
• Formulating and revising customer support policies and promote their implementation.
• Informing the team of all new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the teams ongoing training efforts.
• Delivering performance evaluations and following the disciplinary process according to company policy.

Skills

Customer support management

Team leadership

Communication skills

Analytical thinking

Job description

Burq in Lahore is seeking an experienced Customer Support/Experience Manager to lead our growing support team. You will chart a clear path for service excellence, coach agents, and ensure our customers receive timely, helpful responses.

You will implement processes, monitor metrics, hire and train staff, and align support activities with company goals. The role demands strong communication, leadership, and a passion for problem-solving.