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VA with IT Background

2 weeks ago

Bahawalpur, Punjab, Pakistan TTT Full time $70,000 - $120,000 per year

The Tech Tribe (TTT) is seeking a
Customer Support Manager
to join our team for an international SaaS client. This is a
On-site, full-time role (US business hours)
that combines
customer support, technical troubleshooting, and digital marketing know-how
.

You'll be helping clients onboard, configure, and optimize their use of SaaS platforms in the performance marketing space, ensuring smooth operations and excellent customer experiences.

Key Responsibilities

  • Provide technical and functional support to clients via email, chat, and video calls.
  • Troubleshoot issues related to
    API configurations, system integrations, and SaaS platform workflows
    .
  • Assist users with setting up and troubleshooting
    CRM tools, marketing automation systems, and analytics dashboards
    .
  • Develop a working knowledge of digital marketing and lead generation workflows (advertisers, offers, publishers, conversion tracking).
  • Create and maintain
    documentation, FAQs, and training materials
    for common processes and troubleshooting.
  • Collaborate with internal product, engineering, and marketing teams to escalate and resolve complex issues.
  • Identify recurring issues and provide feedback for product/process improvements.
  • Track client requests, monitor performance data, and contribute to overall client success and retention.

Requirements

  • Proven experience in
    customer support or technical support
    , preferably within SaaS or digital marketing environments.
  • Familiarity with
    API testing/configuration tools
    (e.g., Postman).
  • Understanding of digital marketing concepts such as lead generation, campaign management, and data flows.
  • Strong English communication skills (written & verbal).
  • Excellent
    problem-solving skills
    with the ability to explain technical concepts to non-technical users.
  • Comfortable working 7
    :00 PM – 4:00 AM Pakistan time.

Nice-to-Haves (Preferred Qualifications)

  • Background in IT, Computer Science, or Marketing Technology (MarTech).
  • Hands-on experience with tools like
    HubSpot, Zapier, Looker Studio, or ad platforms (Google Ads, Facebook Ads)
    .
  • Experience with customer support platforms (e.g., Zendesk, Intercom, Freshdesk).
  • Basic knowledge of
    SQL, JavaScript, or scripting languages
    .

What We Offer

  • No need hide your real identity in front of the US client
  • Long-term role with opportunities for
    career growth
    (our last hire in this role is already on track for a promotion).
  • Exposure to global SaaS clients in the performance marketing industry.
  • A collaborative environment with structured onboarding and ongoing support.

Interested candidates can apply with their
CV and a brief cover letter
outlining relevant experience.