Job Summary:

Now Software (Pvt) Limited is hiring an experienced and driven Customer Support Team Lead to manage a growing support team. The ideal candidate will have a strong background in customer service, hands-on experience with support tools, and proven leadership capabilities to ensure a high-quality customer experience across all communication channels.

Key Responsibilities:

• Lead and manage the daily operations of the Customer Support team across rotational shifts.
• Oversee Live Chat, Email, and Call Support activities to ensure timely and effective customer resolutions.
• Monitor team performance, set KPIs, and conduct regular performance evaluations.
• Provide coaching, training, and mentorship to support agents.
• Handle escalated customer queries and ensure satisfactory resolutions.
• Maintain service standards and ensure compliance with company policies.
• Utilize CRM tools like Zendesk, Freshdesk, or similar platforms for workflow and ticket management.
• Generate reports, analyze trends, and recommend improvements to processes and tools.
   

Requirements:

• Minimum 5 years of experience in customer support, including team leadership roles.
• Strong knowledge of Live Chat, Email, and Phone Support operations.
• Proficiency with CRM and ticketing systems (e.g., Zendesk, Freshdesk).
• Excellent communication, organizational, and problem-solving skills.
• Flexibility to work in rotational evening and night shifts.