Onsite Customer Support Manager - Real Estate CRM

REM | Real Estate Matchmaker; Punjab; On-site; PKR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Competitive salary

Ownership of the support function

Career growth and leadership

Learning and development opportunities

Job summary

IT Empire Pvt Limited is looking for a Customer Support Manager to lead our Faisalabad-based on-site team for the Real Estate CRM platform. You will manage daily operations, handle complex escalations, and coordinate with product and development to improve the customer experience.

The role focuses on fast, high-quality support, reducing repeat issues, and building a scalable support function within a growing proptech product. Local on-site role in Faisalabad.

Qualifications

• 3+ years in support, call centre, telesales, or SaaS sales, including 1-2 years leading a team.
• Strong problem-solving and communication skills, with good written and spoken English.
• Comfort handling escalations and difficult customers.
• Good understanding of web-based software.
• Experience with helpdesk or ticketing tools (Zendesk, Freshdesk, Jira, ClickUp) is a plus.

Responsibilities

• Lead and coach the support team and run day-to-day operations.
• Own escalations and troubleshoot complex CRM issues.
• Set and track KPIs: first response time, resolution time, backlog, CSAT, and issue recurrence.
• Work with developers, QA, and product to log, prioritise, and close bugs.
• Build and maintain SOPs, FAQs, and the knowledge base.
• Run onboarding and product training for customers and staff.
• Test new features and releases before launch.
• Report on team performance and recommend product and process improvements.

Skills

Team leadership

Problem solving

Communication

English proficiency

Ticketing tools

Tools

Zendesk

Freshdesk

Jira

ClickUp

Job description

IT Empire Pvt Limited is looking for a Customer Support Manager to lead our Faisalabad-based on-site team for the Real Estate CRM platform. You will manage daily operations, handle complex escalations, and coordinate with product and development to improve the customer experience.

The role focuses on fast, high-quality support, reducing repeat issues, and building a scalable support function within a growing proptech product. Local on-site role in Faisalabad.