Product Support Engineer (Customer Experience)

About the role

You will be on the frontline of US Mobile’s customer experience, handling support interactions via chat, phone, or email. The role combines deep troubleshooting, guiding customers through activation, and feeding valuable feedback to improve our 5G and IoT services. You will gain a panoramic view of the product and the organization while developing solutions to complex issues.

Key responsibilities

• Act as the bridge between customers and various departments, ensuring a seamless and unified experience journey.
• Define, shape, and implement a comprehensive CX strategy that covers all customer interactions.
• Collaborate with cross‑functional teams to optimize processes, products, and technology for higher satisfaction.
• Analyze customer feedback and data to identify pain points and improvement opportunities.
• Monitor customer interactions to ensure adherence to a human‑centered approach and brand values.
• Continuously innovate and iterate on the customer experience, driving positive changes based on insights.

Required profile

• Bachelor's degree in a relevant field (IELTS, A‑Levels acceptable).
• Strong written and verbal communication skills.
• Demonstrated empathy and a customer‑centric mindset.
• Ability to work effectively within a team and across departments.
• Proactive attitude with a strong willingness to learn and adapt.

What we offer

• Competitive above‑market salary.
• Comprehensive health coverage.
• Free food, drinks, and many facilities.
• Dynamic and agile startup environment.
• Access to top‑notch office amenities in Lahore.