About the Role
Innowi is seeking a high-energy, technically proficient Customer Technical Support Manager to lead our technical assistance team based in Lahore. This role is critical in ensuring our clients—primarily in the retail and hospitality sectors—receive world-class support for our Point of Sale (POS) hardware and software solutions. Because our primary market operates on Pacific Standard Time, this role requires a permanent night-shift schedule in Lahore to provide direct leadership and escalation support during peak U.S. business hours. Key Responsibilities: Team Leadership: Supervise and mentor a team of Support Specialists, ensuring high performance, professional growth, and adherence to company protocols.
Operational Management: Oversee the daily workflow of support tickets, ensuring timely resolution of technical issues ranging from hardware malfunctions to complex networking and software glitches.
Strategic Playbooks: Develop and maintain support playbooks and S...