Customer Service Manager

Please read the job details carefully before applying, as we are seeking a skilled, experienced candidate only.

Location: Model Town Link Road, Lahore

Shift: Afternoon (1 PM onwards, 9-hour shift)

About the Role:

PlanLab Solutions is seeking an experienced, competent, and highly adaptable Customer Service Manager to lead and manage support operations across multiple client projects. This role requires someone with exceptional communication skills, strong leadership qualities, and the ability to guide teams while maintaining top-tier service quality.

The ideal candidate must have 1–2+ years of proven experience in customer support or service management, including hands-on expertise with CRM tools like Zendesk, Tidio, Gorgias, Slack, and other internal team management platforms.

You will oversee customer support agents, ensure project-level service excellence, collaborate with international clients, and maintain smooth communication across teams and departments.

Key Responsibilities:

• Lead, manage, and support customer service teams across multiple client projects.
• Maintain 10/10 communication with team members, ensuring clarity, motivation, and accountability.
• Oversee day-to-day support operations, ensuring timely and accurate responses across email, chat, and phone channels.
• Train, mentor, and upskill support agents for quality assurance and continuous improvement.
• Adapt quickly to different project requirements, tools, workflows, and client expectations.
• Collaborate with internal teams using Slack and other management tools to ensure seamless workflow.
• Monitor KPIs, performance metrics, and customer feedback to maintain service excellence.
• Handle escalations professionally, providing effective resolutions and preventing recurrence.
• Ensure CRM tools (Zendesk, Tidio, Gorgias, etc.) are utilized efficiently and maintain updated records.

Requirements:

• Minimum 2+ years of experience in customer support, service management, or team leadership roles.
• Strong command of English — written, spoken, listening, and comprehension.
• Hands-on experience with Zendesk, Tidio, Gorgias, and other CRM platforms.
• Proficiency in Slack and internal team management tools.
• Excellent communication and interpersonal skills for leading teams and interacting with international clients.
• Strong problem-solving abilities with the capacity to make decisions independently.
• Ability to multitask and adapt to shifting project needs.
• Comfortable managing afternoon shifts and fast-paced environments.
• Strong organizational skills with attention to detail.

Why Join Us?

• No sales targets or commission pressure — focus strictly on quality service and team leadership.
• Opportunity to manage diverse international projects.
• Supportive, collaborative, and growth-driven work culture.
• Chance to expand your management skills and career path.

How to Apply:

Please submit your resume along with a cover letter highlighting:

• Your experience in team management
• CRM tools you've worked with (Zendesk, Tidio, Gorgias, etc.)
• Your strengths in communication, leadership, and client handling

Only shortlisted candidates will be contacted for further steps.

seeking a skilled,

Job Types: Full-time, Contract

Pay: From Rs50,000.00 per month

Application Question(s):

• How many years of experience do you have managing customer service or support teams? Please describe your responsibilities in your previous role.
• Which CRM and communication tools have you used (e.g., Zendesk, Tidio, Gorgias, Slack, Reamaze, Salesforce, ZohoDesk, Freshdesk )? Please list your experience with each.
• What's one innovative idea or process improvement you introduced in your previous role that made a noticeable impact on customer experience or team efficiency?
• Are you comfortable working afternoon shifts (1 PM onwards) and collaborating with international clients?
• What motivates you as a manager, and how do you keep your team motivated and aligned with goals?
• What is your current salary?
• What is your expected salary?

Work Location: In person