Marketing and Customer Support Specialist

Hiring Customer Support & Marketing Specialist Karachi RemoteAbout the Client:Our client is a Digital Marketing platform designed to make running ad campaigns simple and accessible for everyone, especially small businesses, startups, and entrepreneurs.About Job:Were looking for a Customer Support Specialist who is fluent in English (both written andspoken) and has a solid understanding of digital marketing and advertising platforms. Theideal candidate is proactive, dependable, and capable of delivering quick, accurateresponses to customers. Youll be responsible for handling customer queries, creating andtracking JIRA tickets for technical issues, and coordinating with developers and productteams to ensure timely resolutions. Key ResponsibilitiesProvide prompt and professional support to customers through chat, email, and virtualmeetings.Respond quickly to customer issues timely communication is a critical performancemetric.Identify, reproduce, and document technical issues clearly in JIRA for the developmentteam.Maintain accurate communication between customers and internal teams.Follow up with customers to ensure their issues are fully resolved and satisfaction isachieved.Maintain and organize internal support documentation.Understand Plais ad automation tools and assist users with marketing andcampaign-related queries.RequirementsExcellent command of English (both spoken and written).Strong communication, problem-solving, and interpersonal skills.Basic understanding of online advertising and marketing platforms (Meta Ads, GoogleAds, TikTok Ads, etc.).Experience using JIRA or similar issue-tracking systems.Familiarity with customer support tools (e.g., Intercom, Zendesk, or HubSpot).High accountability and responsiveness especially during customer-active hours.Working Hours (Karachi Time)Since most customers are in European and U.S. time zones, flexibility is essential.Recommended availability: Between 4:00 PM to 2:00 AM (PKT). However, as this is aresponsibility-based role (not strictly time-based), if any major issue occurs between 5:00PM and 4:00 AM, the candidate must immediately report, create a JIRA ticket, andrespond to the customer. The candidate should remain reachable during active supporthours to ensure quick response to urgent matters. Working Days: Monday to FridayWorking timings: 4:00 PM - 2:00 PM AMLocation: Karachi - RemoteBenefits:Remote SetupYearly BonusesAbout HR Ways:HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world.