Head of Customer Support at Organic Traveller | Lahore

(Full time officed based 10-6 near Emporium Mall Lahore)Role DescriptionThis is a full-time, on-site position located in Lahore as the Head of Customer Support. The Head of Customer Support will oversee and lead customer service operations, ensuring that high-quality support is consistently delivered to customers. Responsibilities include managing customer satisfaction, improving customer and technical support processes, and enhancing overall customer experience. The role involves leading a team, analyzing performance metrics, and implementing strategies to improve service efficiency and client engagement.Work Responsibilities:Build Standardise Customer Support SystemsDesign and implement SOPs, response frameworks, escalation matrices, tone-of-voice guidelines, and automation flows across WhatsApp, Instagram, email, and other social channels to ensure fast, consistent, and brand-aligned communication.Own Omnichannel Support PerformanceManage all customer touchpoints (WhatsApp, Instagram DMs, Facebook, email, website chat, etc.), ensuring seamless handoffs, unified inbox management, and best-in-class response times and resolution rates.Lead, Train Scale the Support TeamRecruit, train, and manage the customer support team; define KPIs (FRT, AHT, CSAT, resolution time), conduct regular quality audits, and build a high-accountability, customer-first culture.Drive Customer Experience RetentionProactively identify recurring issues, friction points, and feedback trends; collaborate with product, logistics, and marketing teams to reduce complaints, improve repeat purchase rates, and turn support into a retention and loyalty driver.Implement Tools, Automation ReportingEvaluate and deploy industry-standard tools (CRM, WhatsApp API, chatbot automation, macros, tagging systems), create dashboards and reports, and use data to continuously optimise support efficiency and customer satisfaction.Salary package is subject to qualifications and experience of the candidate.Apply here or send in your resumes at infoorganictraveller.store (Full time officed based 10-6 near Emporium Mall Lahore) (Full time officed based 10-6 near Emporium Mall Lahore) Role Description Role Description