Customer Support Manager – Live Chat

3 weeks ago

Lahore, Punjab, Pakistan Konext Full time
Customer Support Manager – Live Chat & Technical Support (Inbound)

2 days ago Be among the first 25 applicants

Direct message the job poster from Konext.co

Graphic Designer | Video Editor | 2d Animator | Motion Graphic Designer | Vyond Animation

Note:Only candidates with4–5 years of experience in customer support and team managementwill be considered for this role.

We are seeking an experienced and drivenCustomer Support Managerto lead our live chat and technical support team. The ideal candidate will have a strong background in customer service, especially in managing inbound support through live chat and email channels. As a leader, you will be responsible for ensuring efficient operations, maintaining service quality, and fostering a high-performance support environment.

Key Responsibilities:

  • Oversee daily operations of the live chat and email support team, ensuring high-quality and timely customer service.
  • Manage, mentor, and train support agents to uphold service standards and improve performance.
  • Handle escalated customer issues with professionalism and in a timely manner.
  • Analyze support metrics to identify trends, areas for improvement, and team performance insights.
  • Collaborate with technical, product, and sales teams to resolve complex issues and improve customer satisfaction.
  • Maintain and enhance the customer support knowledge base and internal SOPs.
  • Develop and implement strategies to streamline workflows and enhance the customer experience.
  • Participate in hiring, onboarding, and performance evaluations of support team members.
  • Stay updated on product changes, technical systems, and best practices in customer service and team leadership.

Requirements:

  • 4-5 years of proven experience in a team leadership or management role.
  • Strong knowledge of live chat support platforms and customer service/ticketing tools.
  • Excellent written and verbal communication skills, with a focus on clarity, professionalism, and tone.
  • Exceptional problem-solving skills with a proactive and customer-focused mindset.
  • Ability to lead a team in a fast-paced, remote-first environment with rotating shifts (including night shifts).
  • Data-driven with experience in analyzing support KPIs and improving operational efficiency.
  • High attention to detail, organizational skills, and the ability to prioritize effectively.
  • Technical knowledge of software or web-based platforms is a strong advantage.

What We Offer:

  • Competitive salary and performance-based incentives.
  • Flexible working hours with remote day and night shifts.
  • A dynamic and collaborative work culture.
  • Opportunities for leadership development and long-term career growth.
Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time

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