Head Of Customer Happiness

Profyd; Lahore; On-site; PKR 781,000 - 1,228,000; Full time

Benefits offered by this job

Performance bonuses

Leadership development

International exposure

Growth path to CCO/VP

Job summary

Profyd is a fast-growing education support company based in Pakistan and is seeking a Head of Customer Happiness Officer to lead the end-to-end client and student experience. The role focuses on onboarding, ongoing satisfaction, retention, and relationship management to build happiness-driven systems at scale.

You will own the client journey from onboarding to long-term engagement, shaping a culture centered on happiness and client success.

Qualifications

• 2+ years of experience in customer success or happiness roles.
• Proven leadership and team management.
• Experience with international clients and CRM systems.
• Strong empathy and communication skills.

Responsibilities

• Design and implement a comprehensive customer happiness strategy across all client touchpoints
• Lead the customer happiness team, ensuring every client interaction is positive, responsive, and solution-oriented
• Manage and monitor NPS scores, client satisfaction surveys, and happiness KPIs
• Build and maintain long-term relationships with international students and their families
• Develop onboarding processes that ensure new clients feel supported and valued from day one
• Handle complex or sensitive client escalations with professionalism and empathy
• Collaborate with the sales team to improve retention and reduce churn
• Train and mentor the customer support and happiness team on best practices
• Generate regular reports on client satisfaction, complaints, and happiness metrics for senior management

Skills

Customer Success

Leadership

Client Relationship Management

Interpersonal Skills

Communication

Conflict Resolution

International clients handling

Tools

CRM tools

Helpdesk software

Job description

Job Description

About Profyd Profyd is a fast-growing education support company based in Pakistan, delivering online teaching lessons to international students across the UK, USA, Canada, Ireland, Australia, and New Zealand. Our mission is simple: high-quality online teaching and engaging learning experiences powered by skilled educators and modern digital educational tools.

We believe that student and client happiness is not just a department — it is a culture. That is why we are creating a leadership role that puts client satisfaction and happiness at the very centre of everything we do.

Job Overview

Profyd is hiring a head of customer happiness — a leadership role also aligned with the responsibilities of a chief happiness officer or happiness manager. This is a strategic position of client happiness manager for someone passionate about customer experience, retention, and building happiness-driven systems at scale.

As our customer happiness manager, you will own the entire client and student experience journey — from onboarding to ongoing satisfaction, retention, and relationship management. If you are searching for happiness manager jobs or a happiness chief officer role in Pakistan's education sector, this is your opportunity to lead from the front.

Key Responsibilities

• Design and implement a comprehensive customer happiness strategy across all client touchpoints
• Lead the customer happiness team, ensuring every client interaction is positive, responsive, and solution-oriented
• Manage and monitor NPS scores, client satisfaction surveys, and happiness KPIs
• Build and maintain long-term relationships with international students and their families
• Develop onboarding processes that ensure new clients feel supported and valued from day one
• Handle complex or sensitive client escalations with professionalism and empathy
• Collaborate with the sales team to improve retention and reduce churn
• Train and mentor the customer support and happiness team on best practices
• Generate regular reports on client satisfaction, complaints, and happiness metrics for senior management

Salary & Benefits

• Salary: PKR 70,000 – 110,000 per month (based on experience)
• Performance and retention-based bonuses
• Leadership development and international exposure
• Opportunity to shape the company's happiness culture from the ground up
• Clear growth path to Chief Customer Officer or VP Customer Experience

Job Details

• Job Title: Head of Customer Happiness Officer
• Job Type: Full-Time (Onsite)
• Shift: Day Shift / Night Shift (based on international time zones)
• Location: Lahore
• Salary: PKR 70,000 – 110,000 per month

Why Join Profyd?

• Lead a people-first, happiness-driven culture at a growing EdTech company
• Build meaningful relationships with international students and families
• Create and implement systems that directly impact client satisfaction at scale
• Work in an environment that genuinely values transparency, empathy, and growth
• Be a key member of Profyd's senior leadership team

Job Specification: Requirements

• 2+ years of experience in customer success, client relationship management, or a happiness manager role
• Proven leadership experience managing a customer happiness or support team
• Exceptional interpersonal, communication, and conflict-resolution skills
• Strong empathy and a genuine passion for client and student experience
• Experience working with international clients (UK, USA, Canada, Ireland, Australia, and New Zealand preferred)
• Familiarity with CRM tools, helpdesk software, and client management systems
• Analytical ability to interpret customer feedback and translate it into actionable improvements