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Job Title: Customer Success Analyst

Location

Islamabad/Rawalpindi preferred

Team/Department

Customer Success

Type

Full time, Remote

Descripton

As a Customer Success Associate, you will help Avaza customers get the most out of the platform by answering questions, troubleshooting issues, guiding users through workflows, and supporting internal customer success initiatives.

You will begin by handling Tier 1 support queries with the help of Avaza’s internal resources, AI tools, and senior team members. Over time, you will be trained to handle more complex Tier 2 product questions, assist with customer onboarding, and contribute to broader customer success activities.

This role is ideal for someone who is analytical, dependable, and tech-savvy, someone who communicates clearly in writing, takes ownership of their work, and is genuinely curious about how a global SaaS business operates.

Key Responsibilities

  • Strong written English communication skills: clear, professional, and precise.
  • An analytical mindset: able to understand customer problems, break them down, and explain solutions simply.
  • Comfortable using software tools and learning new systems quickly.
  • Reliable and disciplined, able to work independently once trained.
  • High attention to detail, especially when investigating issues or escalating bugs.
  • A customer-first attitude: patient, empathetic, and professional under pressure.
  • Comfortable using AI tools to improve productivity, research issues, and draft responses.

Core Skills & Competencies

Education: Bachelor’s degree in communications, marketing, or a related field is preferred.

Sales Experience: 1-2 years of content marketing experience in the SaaS industry, preferrably B2B SaaS.

Communication Skills: Exceptional writing and editing skills, with the ability to adapt content for different formats and platforms

AI and SEO: Familiarity with SEO best practices and tools, and leveraging AI for content editing and refinement

Analytical Skills: Strong analytical skills to measure and report on content performance.

Tech-Savvy: A passion for technology and a desire to stay updated with industry trends.

Team Player: Ability to collaborate effectively with cross-functional teams.

Goal-Oriented and Independent: Self-motivated and driven to achieve and exceed targets. Able to work independently

Nice to Have

 

  • Prior experience in customer support, SaaS, operations, or account management.
  • Familiarity with tools like Intercom, Zoom, Google Workspace, Xero, QuickBooks, or similar platforms.
  • Basic understanding of project management, time tracking, invoicing, or accounting workflows.
  • Experience working with international customers.
  • Interest in growing into a Customer Success, Product Support, Account Management, or Operations role.
  • Comfortable working remotely, staying responsive during assigned hours, and keeping clear written records of customer issues and follow-ups.
Working Hours

 

This role may require coverage across international customer time zones, including ANZ, EU, or North American hours depending on team requirements. Final shift timing will be confirmed during the hiring process.

What We Offer

 

  • Hands-on training across customer support, customer success, onboarding, product troubleshooting, and AI-assisted workflows.
  • Exposure to international customers and real business use cases across consulting, IT, creative, and professional services.
  • A clear path to grow into a more senior support, customer success, or account management role.
  • Ongoing guidance and mentorship from experienced team members.
  • Competitive salary with regular, performance-based increments
  • Comprehensive health insurance for the family
  • Paid annual leave
  • Flexible work environment
  • Company-provided equipment (Laptop, Mobile, tablet, etc.)
  • Opportunity to grow into other roles based on performance
  • Remote/Hybrid work environment
  • Nurturing and positive team culture 

 

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