# Experience Support Lead

> JazzWorld · Hyderabad, Pakistan · Full-time · Posted 2026-07-20

**Workplace:** on_site

**Department:** Customer Experience & Customer Care

## Description

**Grade Level: L1**

**Location: Hyderabad, Sindh, Pakistan**

**Last date to apply: 24th July 2026**

**What is Experience Support Lead?**

The **Experience Support Lead** works closely with the Customer Experience and Sales Teams to enhance customer satisfaction and strengthen the overall outlook of the Jazz Franchises.

This role reports to the **Experience Support Manager,** who is responsible for managing the overall Customer experience of Franchises within the assigned Region.

**What does Experience Support Lead do?**

As **Experience Support Lead**, you will be responsible for:

**Customer Experience Improvement:**

-   Manage monthly Customer Experience KPIs
-   Develop and implement roadmaps for franchise team development and system enhancements.
-   Audit and optimize customer journeys at the franchise to simplify processes and enhance satisfaction.

**Training & Development:**

-   Organize training sessions for franchise staff to strengthen customer service excellence.

**Access Management**:

-   Ensure proper access controls and compliance for franchise systems.

**Case Management:**

-   Monitor, manage, and close customer service cases effectively and maintain service level.

**Franchise Pulse Visibility**:

-   Provide stakeholders with visibility on franchise performance, trends, and customer pulse insights.

**Franchise & Stakeholder Management:**

-   Collaborate with Franchise Owners, CCRs, and Area Managers to understand franchise dynamics.
-   Motivate, counsel, and support franchise and customer channels in line with profitability models.
-   Conduct regular franchise visits to ensure alignment and progress on initiatives.

_Jazz is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees._

## Requirements

**What are we looking for and what does it require to be Experience Support Lead?**

We are looking for an individual who brings both expertise and passion for customer excellence:

-   Professional experience in managing customers and resolving service concerns.
-   Proven track record in handling end-to-end customer query resolution and coordination.
-   Strong knowledge of telecom products and hands-on expertise in customer management systems.
-   Analytical mindset with the ability to identify improvement areas in customer experience.
-   Skilled in stakeholder management and implementing standardized action plans.
-   Leadership aptitude to balance franchise expectations with organizational goals for improved customer interaction.
-   Proficient in MS Office, especially MS Excel.
-   Strong communication and interpersonal skills.
-   Strong relationship management and vendor management capabilities.

## Benefits

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70+ million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

## Apply

[Apply at JazzWorld](https://apply.workable.com/pakistan-mobile-communication-limited-pmcl/j/578FE9E7DD/apply)

---
Powered by [Workable](https://www.workable.com)