Customer Success Lead: Scale Support Operations & Growth

Snoonu; Karachi Division; On-site; PKR 3,500,000 - 6,500,000; Full time

Benefits offered by this job

Global vibes

Learning budgets

Flexible time off

Agile environment

Great Place to Work certification

Job summary

Snoonu, a technology-driven platform connecting customers, merchants, and delivery partners, is hiring a Customer Services Manager to lead support operations across phone, chat, and case escalations. You will drive customer satisfaction, coach a large team, and implement data-driven improvements in a fast-paced environment.

The role requires strong leadership, KPI-driven management, and collaboration with product and marketing teams to optimize the customer journey.

Qualifications

• 6–8 years of experience in customer support or contact center operations.
• Managed a team/leads for 3–5 years, with 100+ agents.
• Experience in food delivery, e-commerce, quick commerce, or marketplace operations preferred.
• Strong knowledge of contact center KPIs (CSAT, SLA, AHT, quality, productivity).
• Fluency in English; Arabic is an advantage.

Responsibilities

• Lead, coach, and motivate the Customer Support team to achieve operational targets and deliver excellent customer experience.
• Manage day-to-day performance and monitor real-time metrics to meet service levels.
• Monitor KPIs and implement coaching and improvement plans.
• Manage workforce planning, scheduling, attendance, overtime, and capacity allocation.
• Drive customer satisfaction, retention, and engagement through effective resolution of issues.
• Develop, review, and implement SOPs, workflows, and service strategies to improve productivity.
• Prepare dashboards, reports, and reviews for senior leadership with actionable insights.
• Collaborate with Product, Live Operations, Marketing and others to resolve recurring issues.
• Ensure adherence to policies, SOPs, quality standards, and guidelines across channels.
• Identify opportunities for automation and efficiency while maintaining service quality.
• Build a customer-centric, high-performance culture.

Skills

Team Leadership

Contact Center KPIs

Analytical skills

Excel/Sheets

CRM systems

SQL

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration, Management or a related field

Tools

CRM systems

Excel/Sheets

Workforce management software

SQL

Job description

Snoonu, a technology-driven platform connecting customers, merchants, and delivery partners, is hiring a Customer Services Manager to lead support operations across phone, chat, and case escalations. You will drive customer satisfaction, coach a large team, and implement data-driven improvements in a fast-paced environment.

The role requires strong leadership, KPI-driven management, and collaboration with product and marketing teams to optimize the customer journey.