Field Support Officer (FSO) - Karachi

Mohsyn; Karachi Division; On-site; PKR 900,000 - 1,800,000; Full time

Job summary

Mohsyn is seeking a Field Support Officer to serve as the on-ground presence for families in Karachi. This is a field-based role that involves visiting clients at home, accompanying them to appointments, and coordinating with hospitals, clinics, and vendors to ensure timely service delivery.

The ideal candidate should be empathetic, dependable, and capable of handling urgent situations, with strong Urdu communication and a willingness to travel across Karachi in a 24/7 care environment.

Qualifications

• 2-4 years of relevant experience preferred in customer service, field operations, healthcare support, hospitality, logistics, or related roles.
• Exceptional empathy and emotional intelligence, particularly with elderly clients and their families.
• Excellent spoken Urdu, with clear, professional communication.
• Willingness to work in a 24/7 operational environment and travel across Karachi.

Responsibilities

• Provide compassionate on-ground support to Mohsyn clients and their families across Karachi.
• Conduct regular home visits and ensure clients feel comfortable, respected, heard, and supported.
• Accompany clients to doctor appointments, hospital visits, and other healthcare-related needs.
• Coordinate with hospitals, clinics, laboratories, pharmacies, transportation, and home-service providers.
• Maintain documentation of visits, services delivered, expenses, and outcomes; provide timely updates to internal teams.

Skills

Empathy

Field operations

Customer service

Communication in Urdu

Dependable

Education

Intermediate or Bachelor's degree

Job description

Level: Officer

• 2-4 years preferred

Type: Full-time

• Field-based

Department: Operations

Reports to: City Operations Lead / Assistant Manager - City Operations

About The Role

At Mohsyn, our promise is simple: when our clients can't be there for their families in Pakistan, we can.

And as a Field Support Officer, you'll be one of the people who physically delivers on that promise.

We're looking for a Field Support Officer (FSO) to become Mohsyn's trusted on-ground presence for the families we care for across Karachi.

This is not a desk job.

On any given day, you could be accompanying an elderly client to a doctor's appointment, coordinating with a hospital, arranging something they need at home, visiting a client to check on their wellbeing, working with a vendor to solve a problem, or responding to an urgent situation where a family needs someone dependable on the ground.

You'll work closely with our City Operations, Key Account Management, Solutions, and healthcare teams to make sure client requests don't simply get assigned — they get solved.

That requires someone who is responsive, resourceful, emotionally mature, and exceptionally dependable. Someone who can walk into an unfamiliar situation, understand what needs to happen, communicate calmly with everyone involved, and take ownership until the problem is properly resolved.

Most importantly, we're looking for someone who genuinely enjoys helping people.

Because when you walk into a client's home wearing the Mohsyn name, you're not simply completing a field assignment.

You're representing the family member who wishes they could be there themselves.

What You'll Do

Client & Family Support

• Provide compassionate and reliable on-ground support to Mohsyn clients and their families across Karachi.
• Conduct regular and need-based home visits, ensuring clients feel comfortable, respected, heard, and supported.
• Build trusted relationships with clients, particularly elderly individuals, through patience, empathy, professionalism, and genuine care.
• Accompany clients when required for doctor appointments, hospital visits, diagnostic tests, procedures, or other healthcare-related needs.
• Assist clients with everyday on-ground requirements and service requests that may be difficult for their family members to coordinate remotely.
• Listen carefully to clients and observe situations on the ground, proactively flagging concerns or changes that relevant Mohsyn teams should know about.
• Treat every client and family with the dignity, discretion, patience, and respect you would expect for your own family.

Field Operations & Service Execution

• Execute assigned field requests quickly, accurately, and responsibly, from initial assignment through successful closure.
• Coordinate with the City Operations Lead, Solutions Analysts, Key Account Managers, healthcare professionals, and other internal teams to understand client requirements and execute them effectively.
• Coordinate with hospitals, clinics, laboratories, pharmacies, transportation providers, home-service providers, and other vendors when required.
• Be physically present where necessary to make sure services are actually being delivered to the standard expected by Mohsyn.
• Follow up with vendors and service providers rather than assuming a task is complete simply because it has been assigned.
• Handle multiple field assignments responsibly while prioritising according to urgency, client needs, and operational requirements.
• Navigate Karachi efficiently and find practical alternatives when traffic, vendor availability, timing, or other real-world challenges disrupt the original plan.
• Take initiative when situations change instead of waiting for step‑by‑step instructions.
• Maintain appropriate proof of service, receipts, photographs, visit notes, and other documentation required for each assignment.
• Keep relevant teams informed of progress, delays, challenges, and completion throughout each assignment.
• Take ownership until every assigned customer request is fully resolved and properly closed.

Emergency & Time‑Sensitive Support

• Respond promptly when Mohsyn clients require urgent or emergency on-ground assistance.
• Remain calm, professional, and solution-oriented when situations become stressful or unpredictable.
• Coordinate with relevant healthcare providers, ambulance services, hospitals, family members, and Mohsyn teams during urgent situations.
• Follow established escalation and emergency‑response protocols while using sound judgement when circumstances require immediate action.
• Provide clients and their families with a reassuring Mohsyn presence during difficult situations.
• Understand that because Mohsyn operates in a 24/7 care environment, some situations may require support outside conventional working hours, including rotational shifts, weekends, and public holidays.

Communication & Documentation

• Provide clear and timely updates to internal teams regarding client visits, service requests, incidents, and field observations.
• Communicate respectfully and confidently with clients, family members, doctors, hospital staff, vendors, and other stakeholders.
• Listen actively and make sure you understand the client's actual requirement before taking action.
• Maintain accurate records of visits, services delivered, expenses, observations, and outcomes.
• Protect client confidentiality and handle personal, family, and medical information with appropriate discretion.
• Escalate concerns promptly rather than allowing an unresolved problem to become a larger one.

What We're Looking For

Must Have

• 2-4 years of relevant experience preferred in customer service, field operations, healthcare support, hospitality, logistics, community services, relationship management, or another people‑facing role.
• Exceptional empathy and emotional intelligence, particularly when interacting with elderly clients and their families.
• A genuine service mindset — you enjoy helping people and get satisfaction from solving problems for them.
• Excellent spoken Urdu, with clear, professional, and respectful communication.
• Strong interpersonal skills and the confidence to interact with people from different ages, backgrounds, and professions.
• Highly responsive and dependable. When someone needs you, they can trust that you will show up and follow through.
• Strong problem‑solving ability and a naturally resourceful, can‑do attitude.
• Able to remain calm and think clearly when dealing with emergencies, delays, changing circumstances, or emotionally difficult situations.
• Proactive and comfortable making sensible decisions without needing constant supervision.
• High levels of integrity, accountability, professionalism, and respect for confidentiality.
• Comfortable with extensive daily field work, frequent home visits, and travelling throughout Karachi.
• Physically fit and comfortable spending significant portions of the working day on the move.
• Comfortable working in a 24/7 operational environment, including rotational shifts and occasional requirements on weekends, public holidays, or during emergencies.
• Comfortable using smartphones and digital tools for communication, navigation, documentation, photographs, and operational updates.

Nice to Have

• Previous experience in healthcare, hospitals, home healthcare, emergency response, hospitality, concierge services, customer care, or field operations.
• Experience working directly with elderly individuals, patients, or families.
• Familiarity with Karachi's major hospitals, healthcare facilities, service providers, and different areas of the city.
• Previous experience coordinating with doctors, hospitals, laboratories, pharmacies, ambulance providers, or other healthcare stakeholders.
• Experience handling urgent customer requests or situations requiring rapid on‑ground problem‑solving.
• A valid motorcycle/car driving licence and your own transportation would be strongly preferred.

Education

Intermediate or Bachelor's degree from a recognised institution.

For this role, however, your education matters less than how you show up for people.

We're looking for someone dependable, compassionate, resourceful, emotionally mature, and willing to take ownership when a family needs help.

The Kind Of Person Who'll Thrive Here

Compassionate. Responsive. Resourceful. Trustworthy. Calm under pressure. Proactive. Respectful. Energetic.

You're the kind of person people naturally call when something needs to get done.

When plans change, you look for another solution.

When someone is worried, you don't add to the panic.

When you make a commitment, you follow through.

And when you see something that needs attention, you don't always wait for someone else to tell you what to do.

Most importantly, you understand that being dependable is itself a form of care.

What Success Looks Like

• Deliver exceptional on‑ground support and contribute to high levels of client satisfaction.
• Respond to service requests with the speed and reliability expected from Mohsyn.
• Build trusted relationships with clients and their families.
• Complete field assignments accurately, responsibly, and on time.
• Coordinate effectively with City Operations, Head Office, healthcare professionals, and vendors.
• Demonstrate good judgement and professionalism during both routine and emergency situations.
• Maintain high standards of documentation, communication, confidentiality, and accountability.
• Become someone our clients, their families, and our internal teams know they can depend on when it matters.

Why Join Us

At Mohsyn, we hire the best - and then trust them to do what they do best. No micromanagement, no unnecessary layers. Just ownership, autonomy, and the freedom to make an impact.

And few roles at Mohsyn will allow you to see that impact as directly as this one.

Many of the families we serve have children living thousands of miles away from Pakistan. They may speak to their parents every day. They may send money home. They may visit whenever they can.

But when something happens in Karachi at 3 PM on a Tuesday, they can't simply get on a plane and be there.

You can.

Sometimes that might mean sitting beside someone's father while he waits to see his doctor. It might mean making sure someone's mother gets home safely after an appointment. It could mean solving a problem at their house, coordinating with a hospital, or simply spending enough time with an elderly client to notice that something doesn't seem quite right.

And sometimes, it could mean showing up during one of the most difficult moments a family is going through.

Those situations are why the Field Support Officer is much more than a field executive at Mohsyn.

You are our hands and feet on the ground.

When an overseas son or daughter asks, Can someone please go and check on my parents?, you may be the person who walks through that door.

And there's a special kind of fulfilment that comes from going home at the end of the day knowing that somewhere in Karachi, a family felt a little less worried because you showed up when they couldn't.

You won't be sitting on the sidelines. You'll get real situations to own, real people to help, real problems to solve, and the trust to make decisions when they need to be made. We'll give you the support and systems around you - but we'll also give you the space to bring your judgement, resourcefulness, and humanity to every situation.

We believe exceptional people do exceptional work when they feel trusted, supported, heard, and excited about where they work. That's the kind of team we're building at Mohsyn: collaborative, curious, low on ego, big on ownership, and high on impact.