Customer Support Specialist (SaaS, Email & Live Chat Support)

Location: Valencia Town, Lahore, Pakistan (On-site) Working Hours: 8:00 AM – 5:00 PM EST (Mon–Fri) (Timings may vary based on operational needs)About TechSeaTechSea is a SaaS-based IT company offering an AI-Powered All-in-One Career Suite — a smart career development platform used by U.S.-based universities, colleges, and individual professionals. Our tool helps students and professionals build career readiness, enhance employability, and successfully enter the job market.Position OverviewWe are looking for a Customer Support Specialist (Email & Live Chat) who will deliver timely, accurate, and high-quality support to our users — primarily through live chat and email. The ideal candidate will play a key role in ensuring a smooth customer experience, assisting users with product queries, handling service requests, and maintaining strong communication with internal teams.Key ResponsibilitiesLive Chat SupportRespond promptly to student and professional user inquiries via live chat within specified response times.Provide clear, accurate, and empathetic answers to questions related to our AI Career Suite product.Identify recurring issues and report feedback to the product team for continuous improvement.Maintain high standards of tone, accuracy, and grammar in all written communications.Email & General Customer SupportManage customer emails regarding our Resume Writing and related services.Assign new orders to the internal team and track progress through our CRM.Handle customer disputes, refunds, and order follow-ups in coordination with relevant departments.Reach out to inactive customers via email or phone to re-engage and ensure satisfaction.Internal CoordinationCommunicate effectively with internal teams through Slack.Use Zendesk to manage support tickets, chats, and emails efficiently.Log and track all customer interactions to ensure transparency and accountability.Perform additional support or administrative tasks as assigned by management.RequirementsBachelor’s degree (required).Minimum 2 years of experience in Customer Support or a related field (preferably SaaS or IT-based).Strong command of English (written and verbal) — with excellent grammar, clarity, and tone.Hands-on experience with CRM and support tools (Zendesk, GoHighLevel, Slack, or similar).Ability to multitask, prioritize effectively, and manage time under pressure.Customer-focused attitude with patience, empathy, and problem-solving skills.Availability to work 8:00 AM – 5:00 PM EST (Mon–Fri) and adjust to changing shifts if required.What We OfferCompetitive Salary: We value your expertise and ensure you are rewarded fairly.Health Coverage: Your health and well-being are a priority for us.Fuel Allowance: We provide support for your commute.Company-Provided Equipment: Receive all the necessary tools (laptop, internet, screens, etc.) to work efficiently.Collaborative Team Environment: Join a supportive and dynamic group of professionals.Career Growth: Opportunities for professional development and advancement.Generous Paid Time Off: Enjoy a healthy work-life balance with ample vacation time.Paid Maternity and Paternity Leave: We support your family’s important milestones.Cultural Exposure: Work with a diverse, multicultural team.US-Based Projects: Gain valuable experience working with US-based clients and companies.