Customer Support Manager (Faisalabad, Onsite) – Real-Estate CRM

REM | Real Estate Matchmaker

Punjab

On-site

PKR 2,009,000 - 3,571,000

Full time

48 hours ago

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Benefits offered by this job

Ownership of the support function

Career growth opportunities

Learning and development opportunities

Job summary

IT Empire Pvt Limited is seeking a capable Leader to own and scale the technical support function for its real-estate CRM platform. You will guide the support team, handle escalations, and coordinate with product and development to reduce recurring issues.

You will also develop SOPs, train staff, and drive KPI tracking for response times, resolutions, backlog, and CSAT to ensure fast, high-quality support.

Qualifications

3+ years in support, call centre, telesales, or SaaS sales, including 1-2 years leading a team.
Strong problem-solving and communication skills, with good written and spoken English.
Comfort handling escalations and difficult customers.
Good understanding of web-based software.
Experience with helpdesk or ticketing tools (Zendesk, Freshdesk, Jira, ClickUp) is a plus.

Responsibilities

Lead and coach the support team and run day-to-day operations.
Own escalations and troubleshoot complex CRM issues.
Set and track KPIs: first response time, resolution time, backlog, CSAT, and issue recurrence.
Work with developers, QA, and product to log, prioritise, and close bugs.
Build and maintain SOPs, FAQs, and the knowledge base.
Run onboarding and product training for customers and staff.
Test new features and releases before launch.
Report on team performance and recommend product and process improvements.

Skills

Team leadership

Customer support

SaaS/CRM knowledge

English communication

Escalation handling

Web-based software

Tools

Zendesk

Freshdesk

Jira

ClickUp

Job description

About Us

IT Empire Pvt Limited builds a cloud-based CRM for real-estate teams. We're growing fast and looking for someone to own and scale our technical support function.

Location Note

This is an on-site role in Faisalabad. Please apply only if you live in Faisalabad or are willing to relocate at your own cost before joining.

About the Role

You'll lead our support team, handle complex escalations, and be the bridge between customers and our product and development teams. Your goal is fast, high-quality support and fewer repeat issues.

What You'll Do

Lead and coach the support team and run day-to-day operations
Own escalations and troubleshoot complex CRM issues
Set and track KPIs: first response time, resolution time, backlog, CSAT, and issue recurrence
Work with developers, QA, and product to log, prioritise, and close bugs
Build and maintain SOPs, FAQs, and the knowledge base
Run onboarding and product training for customers and staff
Test new features and releases before launch
Report on team performance and recommend product and process improvements

Who Can Apply

You don't need to come from a pure tech-support background. We welcome:

Technical or software support professionals (SaaS, CRM, helpdesk)
Call centre managers or team leads with strong customer-handling and team-management experience
Telesales professionals with team-lead experience who want to move into a technical support management role
SaaS sales professionals interested in moving into sales with us (mention this in your email subject)

If you come from a call centre or sales, we'll train you on the CRM, but you should be comfortable learning software quickly.

What You Bring

3+ years in support, call centre, telesales, or SaaS sales, including 1-2 years leading a team
Strong problem-solving and communication skills, with good written and spoken English
Comfort handling escalations and difficult customers
Good understanding of web-based software
Experience with helpdesk or ticketing tools (Zendesk, Freshdesk, Jira, ClickUp) is a plus

Nice to Have