Customer Success Executive

Social Champ, Inc; Karachi Division; On-site; PKR 1,004,000 - 1,674,000; Full time

Job summary

Social Champ, Inc. is seeking a Customer Success Executive to help customers maximize value from the platform. You will guide users through the product, answer questions, and conduct demos across live chat, email, and calls.

You will collaborate with Product and Engineering to turn feedback into improvements, maintain CRM records, and update help center articles. Strong communication and a customer-first mindset are essential, with rotational shifts including evenings and nights.

Qualifications

• Bachelor's degree required or equivalent
• 1–2 years in Customer Success, Support, or related role
• Experience in SaaS/tech environment preferred
• Excellent written and verbal communication skills
• Strong problem-solving and interpersonal skills
• Ability to manage multiple conversations and priorities efficiently
• Customer-first mindset with willingness to work in rotational shifts (evenings/nights)

Responsibilities

• Guide customers through the platform, answer questions, and help them understand how Social Champ fits into their workflows.
• Conduct product demos, support calls, and follow-ups to build confidence in using the product.
• Provide timely and helpful support via live chat and email, ensuring clear, empathetic communication.
• Own customer concerns and drive resolution, coordinating with internal teams as needed.
• Build strong customer relationships through proactive follow-ups and understanding customer needs.
• Share customer feedback and recurring pain points with internal teams to influence product improvements.
• Maintain accurate records in CRM and support systems; contribute to updating help center articles and documentation.

Skills

Communication

Problem solving

Time management

Customer focus

Education

Bachelor's degree

Tools

CRM platforms

Ticketing systems

Live chat tools

Product demos

Job description

Social Champ is a bootstrapped SaaS platform trusted by marketers, agencies, businesses, and creators across 100+ countries. We're building an AI-first social media management platform that helps people plan, publish, engage, analyze, and collaborate across multiple social networks — all from one place.

We're looking for a Customer Success Executive who genuinely enjoys helping people, solving problems, and creating great customer experiences.

You'll be one of the key people our customers interact with — whether they're discovering Social Champ through a product demo, need help understanding a feature, or are looking for support with an issue.

You'll work closely with customers across live chat, email, calls, and demos while collaborating with Product, Engineering, and other internal teams to make sure customer feedback doesn't just get heard — it helps us improve.

This role is ideal for someone who communicates confidently, stays composed when solving problems, and enjoys turning customer questions into positive experiences.

What You'll Do

Help customers get the most out of Social Champ

You’ll guide customers through the platform, answer their questions, and help them understand how Social Champ can fit into their social media workflows.

This includes conducting product demos, support calls, and follow-ups to ensure customers feel confident using the product.

Deliver thoughtful customer support

You'll provide timely and helpful support through live chat and email, making sure customers receive clear answers and feel supported throughout their experience.

Sometimes that means answering a quick question. Other times, it means digging deeper to understand what's really going wrong.

Own problems through resolution

You'll take ownership of customer concerns and follow through until they're resolved.

When an issue requires technical expertise, you'll work closely with the relevant internal teams, provide the right context, and keep customers informed along the way.

Build strong customer relationships

Great customer success goes beyond answering tickets.

You'll proactively follow up with customers, understand their needs, identify concerns, and help create an experience that builds trust and long-term relationships.

Bring the customer's voice into the company

You'll regularly share customer feedback, recurring pain points, feature requests, and product insights with internal teams.

Your conversations with customers will help us understand where we can make Social Champ better.

Keep customer knowledge organized

You'll maintain accurate records of customer conversations, feedback, and resolutions in our CRM and support systems.

You'll also help create and update help center articles and support documentation so customers can find answers quickly.

You'll Thrive in This Role If You...

• Genuinely enjoy talking to and helping customers.
• Communicate clearly and confidently in both written and spoken English.
• Like solving problems rather than simply passing them along.
• Can stay calm and thoughtful during difficult conversations.
• Take ownership and follow through on commitments.
• Are curious about technology and enjoy learning new products.
• Pay attention to the small details that shape a great customer experience.
• Are comfortable working in rotational evening and night shifts.

What We're Looking For

• 1–2 years of experience in Customer Success, Customer Support, Account Management, or another customer-facing role.
• Experience working in a SaaS or technology environment is preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving and interpersonal skills.
• Ability to manage multiple customer conversations and priorities effectively.
• A customer-first mindset with a genuine desire to help users succeed.
• Willingness to work in rotational shifts, including evenings and nights.

Preferred Qualification:

Bachelor's degree

Bonus Points

• Experience with CRM or customer support platforms.
• Familiarity with ticketing systems and live chat tools.
• Experience conducting product demos or onboarding calls.
• Experience working with SaaS products.
• Familiarity with social media management or digital marketing tools.

What Success Looks Like

Within your first few months, we'd love to see you:

• Become confident using Social Champ and explaining the platform to customers.
• Independently manage customer conversations across chat, email, and calls.
• Conduct clear and engaging product demos.
• Resolve customer concerns thoughtfully and efficiently.
• Build strong relationships with customers through proactive follow-ups.
• Identify recurring customer pain points and share meaningful insights with internal teams.
• Contribute to improving our help center and customer support resources.
• Become a trusted voice for our customers within Social Champ.

Why Join Social Champ?

At Social Champ, we're building AI-powered tools that help marketers spend less time managing social media and more time growing their brands.

Customer feedback plays an important role in how we improve our product, and the Customer Success team sits right at the center of those conversations.

You'll have the opportunity to work directly with customers from around the world, understand how they use the product, solve meaningful problems, and help shape an experience that customers genuinely enjoy.

If you're someone who enjoys helping people, communicating thoughtfully, and making every customer interaction count, we'd love to hear from you.

• Location: Gulshan-e-Iqbal, Block 3, Karachi