Customer Experience Team Leader

Printerpix; Karachi Division; On-site; PKR 11,123,470 - 19,466,073; Full time

Job summary

Printerpix is seeking a Customer Service Team Leader to guide a high‑performing team in a fast‑paced ecommerce environment. You will oversee inquiries via email and social channels, coaching staff and ensuring timely, accurate responses that reflect the Printerpix brand.

You will collaborate with operations, marketing and product, analyze data to identify trends, and drive process improvements while balancing AI tool use with human oversight. The role offers growth in a global company.

Qualifications

• Minimum 3 years in a B2C customer service role with team leadership experience.
• Proven ability to coach, set goals and support daily performance.
• Excellent written and spoken English with adaptable tone for multiple channels.
• Experience with customer service ticketing/CRM systems and data monitoring.
• Experience managing social media, review sites and marketplaces with brand impact.

Responsibilities

• Lead, coach and develop a high-performing team handling all customer contact via email and social channels.
• Oversee ticketing workflow, allocate workloads and ensure SLA targets are met.
• Analyze tickets and feedback to identify trends and root causes, driving action plans.
• Collaborate with operations, marketing and product to share insights and improve experiences.
• Track performance metrics and implement continuous improvement initiatives.
• Scope and support process improvements and automation with appropriate human oversight.
• Provide regular coaching and performance reviews, including quality monitoring.
• Handle escalated complaints with professional, empathetic resolutions and AI-assisted support.

Skills

Leadership

Coaching

English communication

Data analysis

AI tools literacy

CRM / ticketing systems

Tools

CRM software

Job description

Printerpix is seeking a Customer Service Team Leader to guide a high‑performing team in a fast‑paced ecommerce environment. You will oversee inquiries via email and social channels, coaching staff and ensuring timely, accurate responses that reflect the Printerpix brand.

You will collaborate with operations, marketing and product, analyze data to identify trends, and drive process improvements while balancing AI tool use with human oversight. The role offers growth in a global company.