Customer Support Supervisor (Pakistan)

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.