CX-Driven Product Support Engineer

US Mobile

Karachi Division

On-site

PKR 1,674,000 - 3,348,000

Full time

14 days+

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Benefits offered by this job

Above-market salary

Health coverage

Free meals & beverages

Dynamic startup environment

Office amenities in Karachi

Job summary

US Mobile in Karachi is seeking a Product Support Engineer to own the customer experience across chat, phone, and email, resolving issues and guiding activation experiences for users across devices and services.

You will bridge customers with internal teams, shape a CX strategy, and work with product, engineering, and support to improve processes, products, and technology while delivering exceptional service.

Qualifications

Bachelor's degree in a relevant field.
IELTS or A-Levels.
Strong written and verbal communication.

Responsibilities

Act as the bridge between customers and various departments, ensuring a seamless and unified customer experience journey.
Define, shape, and implement a comprehensive CX strategy that encompasses all customer interactions.
Collaborate with cross-functional teams to optimize processes, products, and technology for enhanced customer satisfaction.
Analyze customer feedback and data to identify pain points and opportunities for improvement.
Monitor and assess customer interactions to ensure adherence to the human-centered approach and brand values.
Continuously innovate and iterate on the customer experience, driving positive changes based on insights and feedback.