Customer Success & Growth Operations Coordinator

HRBS Global; Islamabad; On-site; PKR 893,000 - 1,339,000; Full time

Benefits offered by this job

30 days paid annual leave

Job summary

HRBS Global is seeking a Customer Success & Growth Operations Coordinator in Islamabad. The role focuses on onboarding, customer support, and driving product adoption through demos, campaigns, and data tracking.

The candidate will engage with customers via email and Intercom, manage activation and usage, and work across SaaS tools and CRM platforms. Prior experience and strong English communication are essential.

Qualifications

• 1 year of relevant experience in customer success, support, or operations.
• Strong written English and clear communication.
• Experience with SaaS tools and helpdesk platforms.
• Proficient with spreadsheets and data management.
• Ability to follow defined processes and multitask effectively.

Responsibilities

• Respond promptly to customer inquiries via email and Intercom, providing information on product features, activation, billing, and packages.
• Assist users in understanding service packages, activation steps, and platform features such as QR codes, coupons, loyalty programs, and email campaigns.
• Conduct demos for prospective and existing users, including scheduling, preparing demo environments, and following up with materials.
• Monitor account activity to identify activation, usage, and engagement; flag inactive users for follow-up.
• Maintain internal trackers on onboarding progress, demo status, support inquiries, account health, and upgrade requests for reporting.
• Escalate technical issues, billing questions, and complex account matters to internal teams while tracking problems and feedback.
• Support the launch operation for Dealify, assisting with code redemption, package limits, and upgrade inquiries; document frequent inquiries.
• Research and collect business contact data for marketing campaigns with proper segmentation.
• Manage webinar operations: building invite lists, coordinating reminders, tracking attendance, and providing admin support.
• Utilize SaaS tools, helpdesk software, spreadsheets, and CRM systems to document daily customer success activities.
• Adhere to processes, maintain reliability in recurring tasks, and adapt to new software/workflows.
• Collaborate with the team to relay product feedback and contribute to process improvements.

Skills

Strong Written English

Customer Communication

Attention to Detail

SaaS Tools Usage

Helpdesk & Chat Tools

Spreadsheets Proficiency

Process Adherence

Organizational Skills

Multi-Tasking

Tools

CRM Tools

Lead Research

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.