Field Support Officer (FSO) - Lahore

About the role

Mohsyn provides care for families in Pakistan when their loved ones cannot be there, and the Field Support Officer is its trusted on-ground presence across Lahore. This is a full-time, field-based role reporting to the City Operations Lead, working closely with City Operations, Key Account Management, Solutions and healthcare teams so that client requests are solved, not just assigned. It suits someone responsive, resourceful, emotionally mature and dependable who genuinely enjoys helping people.

Key responsibilities

• Provide compassionate, reliable on-ground support to clients and families, including regular home visits and accompanying clients to doctor appointments, hospital visits and diagnostic tests.
• Build trusted relationships with clients, especially elderly individuals, and assist with everyday service requests that are hard to coordinate remotely.
• Execute field requests quickly and accurately, coordinating with hospitals, clinics, laboratories, pharmacies, transport providers and vendors, and following up until each request is closed.
• Respond promptly to urgent or emergency situations, following escalation protocols and sometimes working outside normal hours, including on weekends and public holidays.
• Keep accurate records of visits, services delivered, expenses and observations, protect client confidentiality, and escalate concerns early.
• Maintain proof of service such as receipts, photographs and visit notes, and stay informed of progress and delays.

Required profile

• 2-4 years of relevant experience preferred in customer service, field operations, healthcare support, hospitality, logistics, community services or relationship management.
• Nice to have: previous healthcare, emergency response or field operations experience; familiarity with Lahore's hospitals and service providers; a valid motorcycle or car licence and own transport.
• Intermediate or Bachelor's degree; education matters less than how you show up.
• Comfortable with extensive daily field work, frequent home visits and travel across Lahore, and with a 24/7 operational environment.

Required skills

• Excellent spoken Urdu and strong interpersonal skills.
• Problem-solving, initiative and calmness under pressure.
• Comfortable using smartphones and digital tools for communication, navigation, documentation and photos.