Techwaresoft LLC

Customer Support Specialist

Job ID: 2210417258

Company description is not available

Techwaresoft LLC, Karachi, Pakistan - Remote

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Job Description:

Customer Support Specialist Systems & Operations Full-time 4+ Years Experience
You will be one of the people members reach when they need help — and one of the people who decides how that experience works. Yara’s support function runs on Freshdesk, covering phone, email, social and in-app conversations. As the product grows, so does everything around it: the workflows, the written material members rely on, the diagnostics the team works from, and the automation that keeps the whole thing manageable. You will have a direct hand in building that, and the systems you put in place are the ones the team will run on. Member questions arrive over the phone, by email, through social DMs, in public replies on our ads, and in in-app chat — all landing in a single queue. You should be comfortable moving between a live conversation and a written one, and just as clear in both. A typical day means working that queue by urgency: answering most questions directly, digging into the ones that need it — reproducing the issue, checking the member’s account state, reading the logs — and writing up the few that genuinely belong with engineering clearly enough to be acted on without a follow-up conversation. Alongside that sits the work that makes the following week easier: turning repeat questions into saved replies and help-center articles, tightening routing and tagging so the right things surface first, and bringing recurring patterns back to product. You will report to the Customer Support Lead. We are looking for someone who has done this before: designed the workflows, written the replies, and left behind a system other people could run. WHAT YOU WILL DO Support members • Answer member questions by phone and in writing — email, Instagram, Facebook and in-app chat — clearly, quickly, and in Yara’s voice • Troubleshoot account access, document ingestion, billing questions, and app behavior • Handle public replies on social and ad comments, knowing what belongs in a comment and what belongs in a DM • Run first-line diagnosis before escalating: reproduce the issue, check consent and session state, read the logs, and file a bug only when it is genuinely a bug Build the system • Write and maintain the saved-reply library and help-center articles • Build and tune SLA policies, ticket routing, tagging and automations in Freshdesk • Write Tier 1 checklists and Tier 2 diagnosis paths for recurring issue classes • Define what good looks like — response time, resolution time, satisfaction, and how much gets resolved without a handoff — and stand up the reporting to measure it • Help set the quality bar: review conversations against a shared standard and keep the team’s voice consistent • Shape how automation assists the queue — what it handles well, what it gets wrong, and what should always reach a person • Contribute to outbound member lifecycle work in Freshsales: welcome sequences, onboarding follow-ups, re-engagement Close the loop with product • Track recurring issues and bring patterns — not one-off anecdotes — to product and engineering • Turn messy member reports into clear, reproducible bug tickets • Flag where the product is confusing people, not just where it is broken
FIRST 90 DAYS A rough shape of the work, not a script: • Month 1 — Answer members daily and read the conversations that came before. Map the issues that come up most, and draft the first replies that cover them. • Month 2 — Turn those into a saved-reply library and help-center articles. Set SLA policies and tagging, and define the measures we will hold ourselves to. • Month 3 — Write Tier 1 and Tier 2 runbooks for the recurring issue classes. Extend automation to the questions that do not need a person, and start reporting on how the function is performing. REQUIREMENTS • 4+ years in customer support, technical support, or support operations, including time in a SaaS or mobile product • You have built, not just operated. You can point to a reply library, runbook, SLA policy, tagging scheme or help center that you created and that outlived you • Excellent communication, written and spoken — plain, warm and precise whether you are typing a reply or talking someone through a problem on a call • Comfort with technical diagnosis — reading logs, isolating a reproducible case, and knowing the difference between a bug and the product working as designed • Composure with upset people. Money problems make people anxious. You stay steady, take them seriously, and never get defensive • Sound judgment with sensitive data. You understand what you may and may not ask a member for, and you never promise more about privacy than is true • Self-directed. You will often be setting your own priorities and deciding what to build next, rather than working from a list handed to you • Genuine interest in personal finance and in the problems our members are trying to solve NICE TO HAVE • Experience with Freshworks (Freshdesk, Freshsales) — or Zendesk, Intercom or similar, which transfers well • Background in fintech, banking, payments, billing or personal finance • Experience handling disputes, chargebacks, cancellations or refunds • Lifecycle or nurture automation — email sequences, journey builders, CRM workflows • Experience supporting or evaluating AI-driven features, or reviewing AI-generated responses for quality • Mentoring or coaching other support agents WORKING ARRANGEMENT • Mostly remote, with at least two days a week in the office • Shift-based cover, weighted toward US hours • A reliable internet connection with a backup option, and a quiet place to take calls KEY TOOLS Freshdesk Omni Freshsales Jira Confluence Meta Business Suite HOW WE WORK This role comes with unusual latitude. Whoever does it well will shape not just how support runs day to day, but what the function becomes. Support at Yara is product-support-shaped, not customer-success-shaped: we expect agents to corner an issue with real diagnosis before escalating, not to hand it straight to engineering with a warm apology attached. And we are unambiguously on the member’s side. If you have spent time somewhere that trained you to defend the company first, this will feel different.