Consumer Support Executive

About the role

Wusuq, a legal services platform in Pakistan connecting consumers with lawyers and offering paralegal services, is hiring a full-time, on-site Consumer Support Executive in Johar Town. The executive handles incoming inquiries from people seeking legal assistance, guides them through hiring lawyers and accessing paralegal services, and explains platform services and legal resources.

Key responsibilities

• Answer phone calls, messages and in-person queries from consumers seeking legal help.
• Guide users through the process of hiring lawyers and accessing paralegal services.
• Explain platform services and answer questions about legal resources and election-related information.
• Maintain accurate records of interactions and coordinate with internal teams to resolve issues promptly.
• Help improve FAQs, support materials and feedback processes to improve the consumer experience.

Required profile

• Minimum intermediate or bachelor's degree in any field; law, social sciences or related studies are a plus.
• Strong communication and interpersonal skills, with clear spoken and written English and Urdu, and the ability to explain complex information simply.
• Customer service and problem-solving skills, with empathy and patience for sensitive legal inquiries.
• Organizational and time-management skills, including attention to detail and accurate record-keeping.
• Interest in the legal sector, elections and public information, and willingness to learn about legal services in Pakistan.
• Ability to work on-site in Johar Town during standard business hours.

Required skills

• Basic computer and office skills, including productivity tools and communication applications.
• Experience with CRM or helpdesk systems.
• Relevant experience in consumer support, call centers, helpdesks or client-facing roles is preferred; prior exposure to legal, paralegal or public service environments is an advantage.