Customer Support Specialist

Tossdown; Lahore; On-site; PKR 600,000 - 1,200,000; Full time

Job summary

Tossdown in Lahore, Pakistan, is seeking a proactive customer support specialist to manage inquiries from local and international clients, ensuring professional and timely communication. You will own issues end-to-end—from diagnosis to resolution and follow-up—while troubleshooting web platforms and APIs before escalating.

The role emphasizes cross-functional collaboration and data-driven process improvement.

Responsibilities

• Handle customer queries and technical support for local and international clients professionally and promptly.
• Own issues end-to-end from diagnosis to resolution and follow-up.
• Troubleshoot websites, ordering systems, integrations, dashboards, and APIs before escalating to Engineering.
• Coordinate with cross-functional teams to resolve tech issues and meet SLAs.
• Analyze support workflows to identify repetitive, inefficient, and automatable processes.
• Design and implement automated workflows for ticket creation, routing, and closure.
• Leverage AI and automation to improve ticket classification, drafting responses, and knowledge retrieval.
• Build and maintain support docs, SOPs, knowledge bases, and automated tracking for KPIs.
• Continuously improve the support system by identifying root causes and AI-enabled solutions.

Job description

1. Manage customer queries and technical support issues for local and international clients, ensuring professional and timely communication.
2. Take end-to-end ownership of customer issues, from initial diagnosis and communication through resolution and follow-up.
3. Troubleshoot issues related to websites, online ordering systems, integrations, dashboards, APIs, and other digital products before escalating to Engineering.
4. Coordinate effectively with cross-functional teams to resolve technical issues and meet defined SLAs.
5. Analyze existing customer support workflows to identify repetitive, inefficient, and automatable processes.
6. Design and implement automated support workflows for ticket creation, categorization, routing, prioritization, escalation, follow-ups, and closure.
7. Use AI and automation to improve ticket classification, response drafting, knowledge retrieval, troubleshooting and customer communication.
8. Build and maintain support documentation, SOPs, knowledge bases, and automated tracking for recurring issues, response times, resolution times, and SLA breaches.
9. Continuously improve the support system by identifying root causes, automation opportunities, and AI-enabled solutions that reduce manual work and improve customer experience.