Senior Customer Experience & Support Quality Lead

Nodeus; Islamabad; On-site; PKR 2,000,000 - 3,500,000; Full time

Job summary

Nodeus in Islamabad seeks an experienced Senior Customer Support Specialist to manage complex customer interactions and guide the support team toward high-quality service.

You will handle escalations, review interactions for quality, and contribute to cross‑team improvements while mentoring colleagues. This full‑time, on‑site role provides leadership development and exposure to international operations in a collaborative environment. Competitive benefits included.

Qualifications

• Experience in customer support or customer success.
• Excellent written and verbal communication.
• Strong problem-solving and decision-making abilities.
• Ability to manage complex customer situations professionally.
• Experience mentoring team members is a plus.

Responsibilities

• Handle complex and high-priority customer concerns.
• Provide guidance and support to customer support team members.
• Review support interactions and contribute to quality improvement.
• Assist with escalations and cross-team communication.
• Identify recurring operational issues and recommend improvements.
• Support training and knowledge-sharing activities.

Skills

Customer support

Customer success

Communication skills

Problem solving

Decision making

Mentoring

Job description

Nodeus in Islamabad seeks an experienced Senior Customer Support Specialist to manage complex customer interactions and guide the support team toward high-quality service.

You will handle escalations, review interactions for quality, and contribute to cross‑team improvements while mentoring colleagues. This full‑time, on‑site role provides leadership development and exposure to international operations in a collaborative environment. Competitive benefits included.