Customer Success & Growth Operations Coordinator - Immediate Joiners Only

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

Benefits offered by this job

30 days paid annual leave

Job summary

HRBS Global in Islamabad is seeking a Customer Success & Growth Operations Coordinator to drive onboarding, user activation, and engagements. You will respond to inquiries, demonstrate features, and coordinate webinars.

The ideal candidate has at least 1 year in customer success or operations, strong written English, and proficiency with SaaS tools, CRM systems, and helpdesk software. Working hours follow Pakistan time.

Qualifications

• 1 year of relevant customer success experience.
• Excellent written English communications.
• Proficient with SaaS tools and CRM systems.
• Experience with helpdesk and chat platforms.
• Strong organizational and multitasking abilities.
• Detail-oriented with data management focus.

Responsibilities

• Respond to customer inquiries via email and Intercom with clear product and billing info.
• Help users understand service packages and activation steps.
• Conduct free and paid product demos and follow up with materials.
• Monitor user activity to identify activation status and engagement.
• Maintain trackers on onboarding, demos, and upgrades.
• Escalate issues to internal teams and track recurring problems.
• Support Dealify launch tasks, code redemption, and upgrade inquiries.
• Collect business contact data for marketing and segment by region.
• Coordinate webinar invites, reminders, attendance, and follow-ups.
• Utilize SaaS tools, helpdesk, CRMs to document daily activities.
• Adhere to processes and adapt to new software and workflows.
• Relay product feedback to improve service and processes.

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

Tools

CRM Tools

Webinar Tools

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.