Head of Customer Happiness

About the role

Profyd, an education support company based in Pakistan that delivers online teaching to international students, is hiring a Head of Customer Happiness. The role is a leadership position focused on client satisfaction and happiness, covering the entire client and student journey from onboarding to retention and relationship management. It is full-time and onsite in Lahore.

Key responsibilities

• Design and implement a customer happiness strategy across all client touchpoints
• Lead the customer happiness team so every client interaction is positive, responsive and solution-oriented
• Monitor NPS scores, client satisfaction surveys and happiness KPIs
• Build long-term relationships with international students and their families
• Develop onboarding processes that make new clients feel supported from day one
• Handle complex or sensitive escalations professionally and empathetically
• Work with the sales team to improve retention and reduce churn
• Train and mentor the support and happiness team
• Report regularly on satisfaction, complaints and happiness metrics to senior management

Required profile

• 2+ years of experience in customer success, client relationship management or a happiness manager role
• Proven leadership experience managing a customer happiness or support team
• Experience with international clients (UK, USA, Canada, Ireland, Australia, New Zealand preferred)
• Strong interpersonal, communication and conflict-resolution skills, with strong empathy for the client experience

Required skills

• Familiarity with CRM tools, helpdesk software and client management systems
• Analytical ability to turn customer feedback into actionable improvements

What we offer

• Salary of PKR 70,000 - 110,000 per month depending on experience
• Performance and retention-based bonuses
• Leadership development and international exposure
• A clear growth path to Chief Customer Officer or VP Customer Experience