Customer Success & Support Lead

Customer Success & Support Lead

Techilvy Recruitment is hiring on behalf of one of its clients, a fast-growing international services company, for the position of Customer Success & Support Lead.

We're looking for someone who genuinely enjoys leading people, solving problems, and building exceptional customer experiences.

This isn't a role where you'll simply monitor tickets or manage a support inbox. We're looking for someone who can build systems, coach people, improve processes, and raise the overall standard of customer experience across the company.

If you're someone who naturally takes ownership, communicates exceptionally well, enjoys mentoring others, and thrives in a fast-paced environment, we'd love to hear from you.

Location
Karachi, Pakistan

Job Type
Full-Time (Onsite)

Working Hours
6:00 PM – 3:00 AM

About the Role

As the Customer Success & Support Lead, you'll be responsible for leading the customer support function while continuously improving the customer journey.

You'll work closely with leadership to develop scalable support processes, coach and mentor team members, establish performance metrics, and ensure every customer interaction reflects the company's values.

We're looking for someone who believes that great customer support isn't about replying faster—it's about creating trust, solving problems, and building long-term customer relationships.

What You'll Be Responsible For

• Lead, mentor, and develop the Customer Support team.
• Foster a culture of accountability, empathy, ownership, and continuous improvement.
• Coach team members through regular feedback sessions and performance reviews.
• Build and refine customer support processes and SOPs.
• Monitor KPIs such as response time, resolution time, CSAT, and overall customer experience.
• Handle complex customer escalations with professionalism and confidence.
• Work closely with Operations, Marketing, and Leadership to improve customer satisfaction.
• Identify recurring customer pain points and recommend long-term solutions.
• Ensure consistent communication quality across every customer interaction.
• Drive initiatives that improve team productivity and customer happiness.
• Help recruit, onboard, and train future Customer Support team members.
• Use AI and automation tools to improve workflows wherever possible.

What We're Looking For

• 8+ years of experience in Customer Success, Customer Support, Operations, or a related leadership role.
• Previous experience managing and developing teams.
• Exceptional spoken and written English.
• Outstanding interpersonal and communication skills.
• Strong emotional intelligence and conflict-resolution abilities.
• Ability to coach people while maintaining accountability.
• Excellent organizational and time-management skills.
• High attention to detail.
• Comfortable making decisions independently.
• Strong analytical mindset with the ability to identify trends and improve processes.
• Experience working with CRMs, support tools, and AI-powered productivity tools is highly preferred.
• Startup or high-growth company experience will be considered a significant advantage.

Who Will Thrive in This Role?

You'll enjoy this role if you naturally take ownership rather than waiting for instructions.

You're someone who enjoys solving problems, building people, and improving systems. You communicate with empathy, make decisions confidently, and don't shy away from difficult conversations.

You're just as comfortable jumping into a customer issue as you are reviewing KPIs or coaching your team.

Most importantly, you care deeply about creating an exceptional customer experience.

What Success Looks Like

• A highly engaged and motivated Customer Support team.
• Outstanding customer satisfaction scores.
• Continuous improvement in customer response and resolution times.
• Well-documented and scalable support processes.
• Strong collaboration across departments.
• A customer experience that consistently exceeds expectations.

Application Question(s):

• Please fill out the form below (mandatory), and we'll get back to you after reviewing your submission.

[https://form.jotform.com/262026827940459]

Once you've completed the form, please reply with Yes.

• How many years of experience do you have leading a Customer Support or Customer Success team?
• This role requires someone who enjoys building teams, giving feedback, and continuously improving processes. Which part excites you the most, and why?
• Why do you think you're the right person to lead this function?
• How soon can you join if selected?
• Which area of Karachi do you currently reside in?

(Please specify your area/locality.)

• This is a full-time onsite role based in Karachi with working hours from 6:00 PM – 3:00 AM. Are you comfortable working these hours?
• What is your highest academic qualification, current academic status, and age?
• Current salary and expectations? (in PKR)

Work Location: In person