Customer Support Operations Lead / Manager
About the Role
Zero Lifestyle, Pakistan's fastest-growing smartwatch and lifestyle audio tech brand, is hiring a Customer Support Operations Lead / Manager at its Head Office in Karachi. The role drives omnichannel contact center operations, service quality assurance, and customer delight.
Key Responsibilities
- Direct omnichannel customer support operations across inbound/outbound calls, live chat, WhatsApp, email, and social media.
- Manage contact center KPIs including CSAT, NPS, First Contact Resolution (FCR), Average Handling Time (AHT), and SLA compliance.
- Implement quality assurance frameworks, interaction audits, agent coaching scorecards, and customer journey analyses.
- Design escalation matrices, warranty claim workflows, refund/replacement procedures, and service recovery protocols.
- Collaborate with e-commerce, warehousing, and courier partners to expedite order deliveries and resolve fulfillment disputes.
Qualifications & Skills
Basic Requirements
- Bachelor's or Master's degree in Business Administration, Communications, or related discipline.
- 4-7 years of customer support management experience, preferably in high-volume e-commerce or consumer electronics.
- Hands-on expertise with CRM and ticketing platforms (Freshdesk, Zendesk, Zoho, or Kustomer).
- Deep understanding of workforce management (WFM), shift scheduling, and contact forecasting.
- Exceptional leadership, conflict resolution, and data-driven operational decision making.
Preferred Qualifications
- Experience implementing AI chatbots, automated self-service, and omnichannel contact center solutions.
- Background in direct-to-consumer (D2C) electronics or fashion brand customer service.
How to Apply
Send your application directly to Zero Lifestyle's official recruitment email.
Email your updated CV to faisal.mehmood@zerolifestyle.co.
Mention 'Customer Support Operations Lead - Karachi' in the email subject.
Applications will be reviewed on a rolling basis until filled.
About Zero Lifestyle
Zero Lifestyle is Pakistan's leading smart wearables and connected devices brand, providing innovative fashion-tech smartwatches, audio devices, and smart accessories to millions of youth.
ChatGPT aur generic AI templates ko ATS filters foran reject kar detay hain. Humari HR team Zero Lifestyle k criteria k mutabiq tailored ATS CV tayyar kray gi.