Customer Support Supervisor (Pakistan) (удаленная работа)

Вакансия: Customer Support Supervisor (Pakistan)

Описание вакансии

We are looking for an experienced Customer Support Supervisor to join our international team and manage the day-to-day operations of our Customer Support team in the Pakistan market .

You will be responsible for leading the team, maintaining high service and quality standards, monitoring key performance indicators, and ensuring smooth and efficient customer support operations. This is a hands-on leadership role for someone who can motivate people, solve problems quickly, and make confident decisions in a fast-paced environment.

Responsibilities

• Manage the Customer Support team and oversee daily operations.
• Monitor SLA, KPIs, productivity and quality metrics.
• Coach, train and develop team members to improve their performance.
• Handle escalations and complex customer cases.
• Manage team schedules, workload and attendance.
• Identify performance issues and implement corrective actions.
• Monitor compliance with internal processes, SLA and quality standards.
• Analyse team performance and identify areas for improvement.
• Prepare reports on team performance and operational issues for management.
• Ensure a consistently high level of customer service.

Requirements

• 1+ year of experience in Customer Support , preferably in a Team Lead, Supervisor or similar role.
• Strong leadership and people-management skills.
• Excellent communication and problem-solving abilities.
• Experience working with KPIs, SLA and performance metrics .
• Strong organisational and time-management skills.
• Ability to handle escalations and make decisions under pressure.
• Good understanding of Customer Support processes and quality standards.
• Fluent English and native Urdu .
• Experience in iGaming, betting, fintech or other fast-paced international industries would be a plus.

What We Offer

• Fully remote position.
• Stable compensation with payments linked to USD.
• Opportunity to work with a multicultural team and international markets.
• Professional growth and development opportunities.
• Dynamic and fast-paced working environment.
• Clear performance expectations and opportunities for career progression.