Customer Support Specialist Customer Support Lahore Read Details

Zilon International; Lahore; Remote; PKR 1,004,000 - 1,451,000; Full time

Benefits offered by this job

Bonus

Flexible hours

Remote-first environment

Job summary

Zilon International is seeking a Customer Support Executive in a remote-friendly setup with a base in Pakistan. The role centers on assisting users of a SaaS commerce platform, building a scalable support process, and delivering onboarding guidance.

You will respond across channels, document common issues, and collaborate with product and engineering to improve the support experience. A 2+ year background in customer support is required.

Qualifications

• 2+ years of experience in customer support, preferably SaaS or tech.
• Familiarity with retail industry or commerce platforms is a plus.
• Experience with VOIP systems (RingCentral, Aircall, or similar).
• Strong written and verbal English communication.
• Knowledge of ticketing tools (Zendesk, Freshdesk, or similar).
• Comfortable in a fast-paced remote-first environment.
• Ability to document support processes and contribute to knowledge base.

Responsibilities

• Respond to customer queries across email, live chat, phone, and tickets.
• Develop and maintain support docs, FAQs, and knowledge base.
• Provide onboarding assistance and guide users through features.
• Triaged requests, escalating where needed and tracking SLAs.
• Collaborate with technical teams to report bugs and feature requests.

Skills

Customer support

SaaS experience

Communication skills

Documentation

Multi-channel support

Remote-friendly

Education

BSCS

Tools

Zendesk

Freshdesk

CRM tools

VOIP systems

Job description

We are a growing SaaS company providing a comprehensive commerce platform tailored for the retail industry. Our platform includes an online store builder, business website management, a Point of Sale (POS) system, and a customer-facing mobile app. We’re looking for a dynamic and resourceful Customer Support Executive to support our users and help define and execute a scalable support process.

Key Responsibilities:

• Developed and maintained a structured FAQ section and support knowledge base aligned with product updates and user feedback.
• Created user-friendly documentation to assist customers with plugin installation, setup, and general usage.
• Designed and implemented a streamlined customer support process, including SLAs, escalation paths, and ticket tracking.
• Responded to customer queries across multiple channels (email, live chat, phone/VOIP, support ticketing system).
• Provided technical assistance for core platform modules: online store, website builder, POS system, and customer app.
• Delivered onboarding support and guided users through platform features and best practices.
• Maintained professionalism, empathy, and solution-oriented communication in all customer interactions.
• Categorized and triaged support requests to ensure timely resolution based on urgency and complexity.
• Collaborated with technical teams to resolve escalated issues and report bugs or feature requests.
• Ensured high availability and quality standards for call-based support.
• Analysed support trends to recommend documentation improvements and enhance customer satisfaction.
• Guided customers in setting up and customizing their business websites, including DNS and design-related queries.

Requirement:

• 2+ years of experience in customer support, preferably in a SaaS or tech environment.
• Familiarity with the retail industry or commerce platforms is a strong plus.
• Experience with VOIP systems such as RingCentral, Aircall, or similar.
• Strong written and verbal communication skills in English.
• Knowledge of ticketing tools (e.g., Zendesk, Freshdesk, or similar).
• Comfortable working in a fast-paced, remote-first environment.
• Ability to document support processes and contribute to knowledge base content.

Required Skills:

• Understanding of web hosting, domain management, and basic website setup.
• Basic knowledge of POS systems and retail workflows.
• Familiarity with CRM or support automation tools.
• Ability to work flexible hours to accommodate U.S.-based clients.

Qualification:BSCS
Experience:2+ years of experience in customer support, preferably in a SaaS or tech environment.
No of vacancies: 1
Salary:Market competitive + Bonus and other benefits
Location:Johar Town, Lahore