Customer Support Specialist
Competitive monthly salary based on experience
About This Role
We're looking for a proactive Customer Support Specialist to lead our support operations and ensure an exceptional client experience at HMD Publishing. This is a manager-level role where you'll oversee the support team and set the standard for how we serve our authors.
Working hours are 2:00 PM – 10:00 PM (Pakistan Time), based on-site at our Islamabad office.
At HMD Publishing, our authors are the heart of everything we do. We've helped over 10,000 authors publish their books across 47 countries, and exceptional support is central to that success. You'll be the person who makes sure every client feels heard, valued, and well taken care of throughout their publishing journey.
What You'll Do
- Manage and train the support team to maintain high service standards
- Oversee daily responses across Fiverr, Upwork, and email channels
- Handle escalations and complex client concerns with professionalism
- Improve workflows and response efficiency across all support channels
- Track KPIs and maintain high client satisfaction rates
- Coordinate with internal teams to resolve client issues promptly
- Document common questions and develop resources to improve author self-service
What We're Looking For
- Proven experience in customer support leadership or a senior support role
- Strong communication and problem-solving skills
- Excellent written and verbal English
- Familiarity with CRM or helpdesk systems
- Ability to manage a team and maintain consistent service standards
Nice to Have
- Experience with Fiverr, Upwork, and email-based client handling
- Background in the publishing or creative services industry
- Knowledge of self-publishing platforms
- Multilingual abilities
What You'll Get
- Stable full-time employment with fixed monthly salary
- Work in our Islamabad office with a collaborative team
- Health and wellness benefits
- Career growth and leadership opportunities
- Make a real impact on authors' publishing journeys
Compensation
Competitive monthly salary based on experience
What You'll Get
- Stable full-time employment with fixed monthly salary
- Work in our Islamabad office with a collaborative team
- Health and wellness benefits
- Career growth and leadership opportunities
- Make a real impact on authors' publishing journeys
Applications Closed
We're no longer accepting applications for this position. Check out our other open positions!
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