Product Support Engineer - Karachi

US-Mobile; Karachi Division; On-site; PKR 1,674,000 - 3,348,000; Full time

Benefits offered by this job

Above-market salary

Health coverage

Free food and beverages

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. You’ll troubleshoot issues, guide activation experiences, and report user feedback to improve the product and service.

You will work with multiple teams to shape the CX, advocate for customers, and drive solutions. The role offers a dynamic startup environment and opportunities to grow in a fast-changing connectivity platform.

Qualifications

• Bachelor's degree in a relevant field; IELTS and A-Levels preferred.
• Strong communication skills, both written and verbal.
• Demonstrated empathy and customer-centric mindset.
• Ability to work cross-functionally with teams.
• Proactive attitude with eagerness to learn and adapt.

Responsibilities

• Bridge between customers and departments to ensure a seamless experience.
• Define, shape, and implement a comprehensive CX strategy across interactions.
• Collaborate with cross-functional teams to optimize processes, products, and technology.
• Analyze feedback and data to identify pain points and opportunities.
• Monitor customer interactions to ensure adherence to human-centered values.
• Continuously innovate the customer experience based on insights.

Skills

Strong communication skills

Empathy

Customer-centric mindset

Team collaboration

Proactive learner

Education

Bachelor's degree in a relevant field

IELTS

A-Levels

Job description

US Mobile is on a mission to revolutionize connectivity. Imagine a world where you can go into a single app and buy terabytes of data for every one of your devices: phone, smart devices, car, home broadband, and more. That's the future that US Mobile is building: a software platform built truly for the 21st century and the age of 5G and IoT, with world class engineering, best-in-class user experience, and features that will define the next generation of connectivity.

At the core of it all, we have a team and culture that has been recognized by Forbes as one of the top 500 best startup employers in the US. Our team spans diverse backgrounds, cultures, and stories, with employees coming from 20+ countries.

We're a venture-backed company entering hypergrowth, having recently ranked 94th on Inc 5000's fastest-growing private companies in America, and we're looking for someone exceptional to join our team.

You're on the frontline, owning every millimeter of the customer experience. Through deep troubleshooting of common and outlier issues, walking customers through activation experiences, receiving and reporting on feedback directly from users, and developing satisfying solutions to difficult problems and you will gain a panoramic perspective on how US Mobile operates. From there, you can explore careers here and elsewhere in areas that interest you and where you provide unique insight and capabilities.

Product Support Engineers provide customer support by chat, phone or email with the authority to make direct decisions, think creatively, and with a direct line to teams around the company. Gain expertise on every aspect of the product and organization.

Responsiblities

• 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.

Requirements

• Bachelor's degree in a relevant field. IELTS, A-Levels.
• Strong communication skills, both written and verbal.
• Demonstrated empathy and customer-centric mindset.
• Ability to work effectively within a team and across departments.
• Proactive attitude with a strong willingness to learn and adapt.

What US Mobile Offers

• Competitive above-market salary.
• Comprehensive health coverage.
• Free food, drinks, and many facilities.
• Dynamic and agile startup environment.
• Access to top-notch office amenities in Karachi.

₨ 150,000 - ₨ 300,000 a month