Customer Success & Growth Operations Coordinator

Brickstech; Islamabad; On-site; PKR 600,000 - 900,000; Full time

Benefits offered by this job

30 days paid annual leave

Job summary

Brickstech is hiring a Customer Success & Growth Operations Coordinator in Islamabad to join our dynamic team. You will respond to customer inquiries, run product demos, and guide users through packages, activations, and platform features, while tracking onboarding progress and account health.

You will collaborate across departments to escalate issues, support marketing campaigns, and help optimize customer journeys through data-driven insights and efficient processes.

Qualifications

• Minimum 1 year of relevant experience in customer success, support, or operations.
• Excellent written English and strong communication with customers.
• Proficient in SaaS tools and helpdesk software.

Responsibilities

• Respond promptly to customer inquiries via email and Intercom with clear product guidance.
• Assist users with service packages, activation, and platform features like QR codes and loyalty programs.
• Conduct live and demo sessions for prospects and existing users, including follow-up materials.
• Monitor activation and usage to identify engagement levels and flag at-risk users.
• Maintain internal trackers for onboarding, demos, support inquiries, and health metrics.
• Escalate complex issues to the appropriate departments while logging feedback.
• Support Dealify launch, assisting with code redemption and upgrade inquiries.
• Research and collect business contact data for marketing campaigns.
• Manage webinar invites, reminders, attendance, and pre/post-event admin.
• Utilize SaaS, helpdesk, spreadsheets, and CRM systems to document daily activities.
• Follow documented processes and adapt to new software/workflows.
• Collaborate with the team to relay product feedback for improvements.

Skills

Written English

Customer communication

Attention to detail

SaaS tools

Helpdesk tools

Spreadsheets

Process adherence

Organizational skills

Multi-tasking

Job description

Job Description

Position: Customer Success & Growth Operations Coordinator

Location: Islamabad

Experience Required: 1 Year

1. Key Responsibilities

• Respond promptly to customer inquiries via email and Intercom, providing clear and accurate information related to product features, account activation, billing, and package details.
• Assist users in understanding their service packages, activation procedures, and how to leverage platform features such as QR codes, coupon creation, loyalty programs, and email campaigns.
• Conduct free and paid demos for prospective and existing users, including scheduling, preparing demo environments, guiding users through product functionalities, and following up with supportive materials.
• Monitor user account activity to identify activation status, usage patterns, and engagement levels; flag inactive or stuck users for targeted follow-up.
• Maintain comprehensive internal trackers related to customer onboarding progress, demo status, support inquiries, account health, and upgrade requests to provide transparent and up-to-date reporting.
• Escalate technical issues, billing questions, and complex account matters to appropriate internal departments while tracking recurring problems and customer feedback.
• Support the launch operation for Dealify, including assisting users with code redemption, clarifying package limits, managing upgrade enquiries, and documenting frequent customer inquiries and concerns.
• Conduct research and collection of business contact data for marketing campaigns, ensuring data accuracy, relevance, and proper segmentation according to business type, region, and campaign requirements.
• Manage webinar-related operations such as building invite lists, coordinating reminders and follow-ups, tracking attendance, and providing administrative support before, during, and after events.
• Utilize a variety of SaaS tools, helpdesk software, spreadsheets, and CRM systems effectively to manage and document daily customer success activities.
• Adhere to documented processes, maintain high reliability in daily recurring tasks, and demonstrate flexibility to learn and adapt to new software and workflows.
• Collaborate with the internal team to relay product feedback from users and contribute to continuous service and process improvements.

2. Work Schedule

• Working Days: Monday to Friday.
• Working Hours: 9:00 AM - 6:00 PM (Pakistan Time), with a 1-hour break for lunch and prayer.
• Role operates during UAE business hours.

3. Experience

• Minimum 1 year of relevant experience in customer success, support, or operations.

4. Required Skills

• Strong Written English
• Customer Communication
• Attention to Detail
• SaaS Tools Usage
• Helpdesk and Chat Tools
• Spreadsheets Proficiency
• Process Adherence
• Organizational Skills
• Multi-Tasking Capability

5. Nice to Have Skills

• Basic Digital Marketing Knowledge
• Email Campaigns Knowledge
• CRM Tools
• Lead Research and Data Management
• Webinar Coordination
• Customer Support Escalation
• Product Demo Support

6. Compensation & Benefits

• Employee is entitled to 30 days of paid annual leave.