Customer Success Representative

Location: Islamabad Capital Territory, Pakistan Customer Success Representative Customer Success · [Full-time] · In-Person (Islamabad, PK) · Hours 6pm - 2am PKT About Nysonian Nysonian builds the next generation of global lifestyle brands, shaping how people travel, move, and live. We go beyond creating great products to build experiences that elevate everyday life and empower people around the world. Our Fast-Growing Portfolio Includes: NOBL Travel — redefining modern travel with design, durability, and performance FLO Pilates — bringing Pilates into homes and wardrobes globally With $350M+ in revenue, 400+ teammates across 8 countries, and 1M+ customers worldwide, we are shaping the brands that will define the next decade. Core Values: Winners’ Mindset | Speed with Purpose | Thoughtful Innovation | Genuineness | No Ego, Full Ownership The Opportunity As a Customer Success Representative, you will play a critical role in delivering an exceptional customer experience across every interaction. You will own customer interactions from initial inquiry through resolution, ensuring customers feel heard, supported, and valued. Your focus will be on building trust, resolving concerns, preventing avoidable churn, and strengthening long-term customer relationships. This role goes beyond traditional customer support. You will proactively understand customer needs, identify opportunities to improve their experience, and use customer insights and operational data to help increase satisfaction and customer retention. You will work closely with cross-functional teams to resolve complex issues, identify recurring customer pain points, and contribute to improvements that create a stronger overall customer experience. Work Schedule & Shift Flexibility Our customer operations run 24/7 to support customers across different markets and time zones. Team members work 8-hour shifts, rather than working 24/7 themselves. Because our operations require continuous coverage, employees should be comfortable working different shifts, including morning, evening, night, weekend, and holiday shifts when required. Shift assignments may change based on business needs, team coverage, and operational requirements. Candidates must therefore be flexible and willing to move between shifts when required. This role is onsite in Islamabad and requires reliable attendance according to the assigned shift schedule. What You'll Own Manage customer interactions across phone, email, and live chat, delivering timely, personalized, and consistent support across all channels. Build strong customer relationships by demonstrating empathy, ownership, and a customer-first approach throughout every interaction. Proactively identify customer concerns, churn risks, and friction points, taking appropriate action to strengthen retention and lifetime value. Own customer issues end-to-end, investigating complex cases, resolving concerns effectively, and escalating high-priority matters when required. Maintain accurate CRM records of customer interactions, resolutions, feedback, and relevant insights to ensure clear cross-functional visibility. Identify recurring customer issues, trends, and feedback, translating insights into actionable opportunities to improve the customer journey. Partner with Customer Success, Operations, Marketing, Product, and other teams to resolve complex customer needs and address root causes. Contribute to continuous improvement initiatives that reduce customer friction, strengthen service quality, and drive customer satisfaction and retention. Skills & Qualifications 4+ years of experience in Customer Support, Customer Success, Customer Experience, or a related function, preferably within US/UK retail or e-commerce. Proven experience driving customer retention, loyalty, relationship management, and overall customer satisfaction. Exceptional written and verbal English communication skills, with the ability to handle complex, sensitive, and high-impact customer interactions with professionalism and empathy. Strong problem-solving and analytical skills, with the ability to investigate root causes, exercise sound judgment, and drive effective resolutions. Hands-on experience with CRM and customer support platforms, with Gorgias preferred; familiarity with Shopify and e-commerce ecosystems is a strong advantage. Proven ability to operate effectively in a fast-paced, high-growth, 24/7 environment, managing multiple priorities while maintaining service quality and accountability. Highly adaptable and customer-focused, with strong ownership, follow-through, and the ability to work across assigned shifts while delivering against CSAT, response quality, resolution, and retention KPIs. Why You'll Love Working at Nysonian Culture We're founder-led and operate with speed, direct communication, and clear accountability We invest in tools and management practices that help colleagues do their best work Our products are used by customers globally AI is intentionally embedded in how we work, create, and scale Senior leaders are expected to create structure, make decisions, and stay close to execution Growth & Development Competitive pay and meaningful opportunities for performance-based advancement Ownership of strategy, systems, execution, and team buildout within your function Opportunity to build and scale a meaningful part of the business across two consumer brands Scope and compensation growth tied to performance, role expansion, and measurable business impact We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, gender, marital status, national origin, genetics, disability, age, veteran status or other characteristics.