Dengage

CX Support Manager

Dengage  •  Islamabad, PK (Onsite)  •  12 days ago
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Job Description


D•Engage is a multinational SaaS company dedicated to delivering innovative solutions that drive digital engagement and enhance customer experiences. Our team is passionate about technology and committed to fostering an environment where talent can thrive and grow.
We are looking for a CX Support Manager to handle complex technical issues, mentor junior team members, and ensure high-quality ticket resolutions. This role requires a strong mix of technical troubleshooting, data analysis, and customer communication, along with the ability to independently manage escalations.

Key Responsibilities

  • Own and resolve complex client issues and escalations with minimal supervision

  • Provide high-quality, structured resolutions with clear root cause analysis (RCA)

  • Troubleshoot issues related to:

    • API integrations and failures

    • Data inconsistencies (imports, exports, segmentation)

    • Campaign execution and analytics discrepancies

    • Tracking, SDK behavior, and deliverability concerns

  • Perform advanced SQL analysis for data validation and debugging

  • Collaborate with Engineering and Product teams for bug identification and fixes

  • Ensure proper documentation of issues, RCA, and solutions

  • Support and mentor CX Support Executives in troubleshooting and communication

  • Identify recurring issues and suggest process or product improvements

  • Ensure adherence to SLAs, quality standards, and support workflows


Requirements


  • 4–5 years of experience in SaaS / Technical Support / CX roles

  • Strong experience in handling escalations and critical issues

  • Excellent written and verbal communication skills

  • Ability to provide clear, concise, and client-friendly technical explanations

  • Strong analytical thinking and problem-solving skills

Technical Skills

  • Strong proficiency in SQL and relational databases (must-have)

  • Solid understanding of REST APIs, request/response handling, and debugging

  • Experience with JavaScript, HTML, and web tracking integrations

  • Good understanding of data flows and system integrations

  • Familiarity with helpdesk and ticketing tools (Jira, Zendesk, Freshdesk, etc.)

Nice to Have

  • Experience with mobile SDKs (Android/iOS/React Native/Flutter)

  • Knowledge of DNS and deliverability concepts (SPF, DKIM, push tokens)

  • Experience with CDMP, CRM, or marketing automation platforms

  • Exposure to event tracking and analytics systems


Benefits


Growth Opportunities:
Access to professional development and career growth within a rapidly expanding SaaS company.

Collaborative Culture:
Work in a supportive and innovative environment where your contributions are valued.

Competitive Benefits:
Enjoy a comprehensive benefits package.

D.engage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all Team Members
Dengage

About Dengage

Transform your data into meaningful customer experiences at the moments that matter most.

Our Customer Experience Data Platform (CXDP) empowers marketers to deliver personalized, data-driven 1:1 engagement across every channel. The platform activates your data where it lives, powers AI-driven personalization, and executes through fully native channels. Cloud or on-premise, it adapts to your needs, providing a clear, seamless journey from data to revenue.

Global Trust. Measurable Results.

We’re trusted by more than 200+ of the world's best brands in over 30 countries across Europe, MENA, LATAM and Asia.

Brands such as Turkish Airlines, Acerto, Vodafone, Unilever, Toyota, BYD, Yves Rocher, Enterprise, Lexus, İş Bankası, and UBL trust us to connect data, personalize engagement, and achieve measurable results.

Our Capabilities.

D·engage gives you full control to build and activate campaigns instantly, powered by real-time segmentation and true 360° customer visibility.

We remove complexity by unifying all your customer data, insights, and actions in one platform.

1. True Data Foundation: the industries leading CDP

Our data-first foundation powers everything we do. D·engage unifies every online and offline data point into a single, always up-to-date customer view.

2. Realtime, 1:1 Personalization: the Channels

Every channel in D·engage is built natively, allowing seamless, real-time engagement across every touchpoint - Email, SMS, WhatsApp, mobile push, web push, and on-site messaging.

3. AI-Driven Intelligence: Zeki AI

Our Predictive AI - Zeki - anticipates customer behavior, recommends optimal next actions, and makes hyper-personalization smarter at every step. This ensures your campaigns are always intentional and profitable. Predictive AI (Zeki AI) that anticipates behaviors and optimizes campaigns in real time.

#CustomerExperience #MarketingAutomation

Industry
IT & Software
Company Size
51-200 employees
Headquarters
London, GB
Year Founded
2018
Website
dengage.com
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