Lead Customer Success Manager - US Accounts

Recruit AI; Karachi Division; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

Ibex is seeking a Customer Success Specialist/Manager in Karachi to join its US-focused support team. The role emphasizes delivering world-class service to US-based customers and managing a team of 20 professionals.

You will handle high volumes of calls and chats, document interactions in CRM systems, and continually strive to improve CSAT, NPS, and AHT metrics while upholding company policies and data protection standards.

Qualifications

• Excellent English communication with clear American accent.
• Experience handling high volumes of calls and chats for US-based customers.
• Minimum educational qualifications as specified; willingness to learn.
• Ability to manage a team and coordinate with cross-functional departments.

Responsibilities

• Manage a high volume of incoming calls and chats from US-based customers.
• Provide accurate product, pricing, delivery and policy information.
• Troubleshoot issues and offer clear, compliant solutions.
• Lead and coach a team of 20 customer support professionals.
• Collaborate to meet NPS, CSAT, FCR, and AHT targets.
• Document interactions in CRM, order management, and knowledge bases.

Skills

English communication

CRM proficiency

Multitasking

Team leadership

Tools

CRM systems

Order management software

Knowledge base tools

Job description

Ibex is seeking a Customer Success Specialist/Manager in Karachi to join its US-focused support team. The role emphasizes delivering world-class service to US-based customers and managing a team of 20 professionals.

You will handle high volumes of calls and chats, document interactions in CRM systems, and continually strive to improve CSAT, NPS, and AHT metrics while upholding company policies and data protection standards.