Customer Support Representative – Night Shift (US Operations)

About the role

We are looking for a Customer Support Representative to join our in‑house US operations. The position is based in Karachi and works the night shift (6 PM – 2 AM) to serve US customers directly. This is a non‑sales role focused on delivering high‑quality support and ensuring first‑contact resolution.

Key responsibilities

• Handle inbound and outbound queries from our US customer base.
• Provide professional solutions aiming for First Contact Resolution (FCR).
• Use premium CRM platforms such as Salesforce and HubSpot to manage interactions.
• Maintain high CSAT and QA scores to qualify for performance incentives.

Required profile

• Fluent English with a neutral or American accent (non‑negotiable).
• Minimum 6 months experience in an international BPO or customer service role.
• Willingness to work the night shift (6 PM – 2 AM).
• Based in Karachi (Gulistan‑e‑Johar Block 14 or Gulshan‑e‑Iqbal Block 13C).

Required skills

• Salesforce
• HubSpot

What we offer

• Performance incentives up to PKR 20,000 + monthly based on quality metrics.
• Attendance allowance of PKR 3,000 paid on time.
• Clear career path: promotion from Representative to Team Lead and then Operations Manager.
• Stable employment with guaranteed monthly payouts.