Hire the Best Service Level Management Specialists
in Pakistan

Need a reliable Support & Operations Lead who can manage frontline tickets while keeping your shift schedules and CRM running smoothly? I bring 7+ years of experience managing customer inquiries, dispatch logistics, and team workflows for US & Canadian businesses. As the founder of RENT A SKILL (a remote support operations business), I’ve trained and led teams of up to 35+ operators. I understand onboarding, SOP development, and quality control inside and out. When hired individually on Upwork, I personally execute and handle your account directly—bringing senior-level operational discipline to your daily tasks. Core Capabilities & Services: • Customer Support & Experience: High-volume ticket resolution via Zendesk, Gorgias & Freshdesk, Live Chat, Email, and Phone Support; calm and empathetic de-escalation of difficult inquiries. • Dispatch & Operations: Security, transport, and field service dispatch; handling last-minute shift call-offs, emergency coverage, attendance tracking, and appointment scheduling. • CRM & Administrative Operations: Contact, pipeline, and record management across Salesforce CRM, HubSpot, and Zoho CRM; custom reporting using Google Workspace and MS Excel. • Team & Process Leadership: Creating standard operating procedures (SOPs), quality monitoring, and managing daily team task assignments. Tools I Use Daily: Zendesk | Gorgias | Freshdesk | Salesforce CRM | HubSpot | Google Workspace | MS Excel | Slack | ClickUp | Notion | GuardsPro Communication & Availability: Fluent professional English with extensive experience supporting North American clients during US business hours. Available for long-term support and operational lead roles. Send me an invite or message to discuss how I can streamline your support operations!

I help founders and growing teams bring structure, accountability, and execution across business operations, technical support, CRM, customer success, onboarding, reporting, and internal workflows. Growing companies usually don’t struggle because people are not working hard. They struggle because ownership is unclear, systems are fragmented, follow-ups slip, customer issues repeat, and leadership lacks visibility into what is moving, blocked, or at risk. That is where I bring value. With 8+ years of experience working with U.S.-based clients and around 5 years in Director and Lead-level roles, I operate at the intersection of leadership and hands-on execution. I can support founders, manage teams, improve systems, troubleshoot operational and technical issues, coordinate stakeholders, and stay close enough to the work to make sure execution happens. --- What I Can Help With Business Operations & Execution I help turn priorities into clear action, ownership, deadlines, and outcomes. This includes daily operations, internal coordination, task management, vendor/client follow-ups, reporting, documentation, and making sure important work does not fall through the cracks. Technical Support & SaaS Operations I bring hands-on experience in SaaS technical support, troubleshooting, support operations, escalations, and customer-facing issue resolution. I can support Tier 1–3 troubleshooting, CRM/workflow issues, APIs, webhooks, integrations, automations, reporting issues, data matching problems, ticket management, root-cause analysis, and documentation. My focus is not just resolving issues. I look for patterns, document fixes, and improve the process so the same problems do not keep repeating. CRM, Pipeline & Systems Management I help businesses improve visibility, follow-through, reporting accuracy, and operational control across CRM, helpdesk, project management, and support systems. I can help with CRM cleanup, pipeline management, lead tracking, customer/account management, ticketing workflows, reporting accuracy, CRM hygiene, workflow automation, and process improvement. Project, Task & Team Coordination I help teams stay organized across task management systems, communication tools, shared workspaces, spreadsheets, and internal documentation. I do not simply update task boards. I use them to create accountability, surface blockers, track next steps, and keep execution moving. Customer Success, Onboarding & Support Operations I can help with onboarding flows, client communication, support processes, escalation handling, issue tracking, documentation, customer follow-ups, and internal coordination, while also improving the systems behind the work. SOPs, Documentation & Process Improvement I build practical systems that help teams move faster and operate more consistently, including SOPs, playbooks, checklists, troubleshooting guides, escalation workflows, QA processes, training documentation, internal knowledge bases, and reporting structures. Automation & AI Productivity I use automation and AI tools to reduce repetitive work, improve documentation, summarize calls, organize tasks, clean up reporting, and speed up execution. --- Relevant Experience In a SaaS operations role, I worked across customer success, onboarding, technical support, reporting, automations, escalations, and internal coordination. I helped manage customer-facing workflows, troubleshoot technical issues, improve SOPs, support remote teams, resolve bottlenecks, and coordinate with internal departments to keep work moving. In a performance marketing operations role, I supported operations across clients, vendors, media buyers, CRM follow-ups, reporting, campaign execution, and internal coordination. This strengthened my ability to manage competing priorities, protect delivery timelines, and give leadership visibility into what was on track, blocked, or at risk. --- What You Can Expect I take ownership from day one. I am not the type of person who waits for perfect instructions or stops when something gets unclear. I work to understand the business goal, define what “done” looks like, ask the right questions, work through blockers, communicate clearly, and drive execution to completion. You can expect senior-level ownership, clear communication, strong follow-through, organized execution, technical troubleshooting ability, CRM and systems management, process improvement, discretion with sensitive information, and comfort working directly with founders and leadership. Clients work with me because I can think like an operator and execute like an owner. If you need someone who can bring structure to your operations, improve CRM and workflows, support customers, handle technical support, coordinate teams, and help leadership stay focused on growth, I would be glad to help.

I'm a business graduate with over six years of experience across operations, remote team management, customer success, and event support. I've worked across multiple industries; logistics, education, marketing, and events and in each role I've been the person who keeps things running behind the scenes. Most of my career has been in environments where I had to figure things out on the go. At a startup tutoring platform serving students across the UAE, UK, KSA, and the US, I was managing sales, operations, HR, and admin simultaneously. That experience taught me how to prioritize fast, communicate clearly, and deliver without needing a lot of direction. The work I'm most proud of is what I built for a US-based construction expo company. I started by organizing and researching large volumes of incomplete industry data from US directories a project I handled independently for over two years. As the scope grew, I brought in and managed additional resources. Later, I pitched and set up a Pakistan-based remote registration team for them negotiating a cost-effective model that saved them significantly compared to their local staff. I hired the full team within a week, established the workflows, and we consistently delivered 200+ outbound calls per day with a minimum of 20 registrations per agent daily. The team operated successfully for close to a year. I bring the same level of ownership to every engagement whether it's managing a team, handling operations, supporting an event, or keeping the back-office in order. I work well independently, I'm reliable across time zones, and I take deadlines seriously. If you're looking for someone who can hit the ground running and actually get things done I'd be glad to connect.

Most support stacks don't start out messy; they just grow that way, tool by tool, until nothing talks to each other. I fix that: 16 years, 500+ projects, one connected system across HubSpot, Zendesk, Intercom, and Freshworks. I work with SaaS companies, eCommerce brands, and agencies, with 400+ five-star reviews along the way. I've launched helpdesks that run across multiple brands and regions, and automated the routing and follow-ups so nothing slips through the cracks. Your team spends its time on customers, not configuration. RECENT PROJECTS, AND WHAT CLIENTS SAID ► HubSpot + Intercom implementation for a business launch (78-hour engagement, 2025) Built the connected stack from the ground up: HubSpot, Intercom, and Calendly working as one system. "He was extremely knowledgeable about Intercom, HubSpot, and Calendly and was able to successfully ensure integration between each platform." 5-star review ► AI chatbot build on Intercom (2024) Designed and deployed the client's Intercom AI chatbot. "Zafar is amazing and very talented. He delivers what he says he can. Will continue to work with him." 5-star review ► Zendesk build-out alongside client IT and Operations teams (52-hour engagement, 2023) "Great attention to detail, wonderful response time... integrated with IT and Operations teams seamlessly... a subject matter expert on solutions." 5-star review ► IT helpdesk launch on Freshservice ITSM (167-hour engagement) Designed and launched a complete ITSM setup: ticketing architecture, SLA policies, and incident management. "His expertise in launching new ITSM tools is unparalleled, and he has a proven track record of delivering successful projects." 5-star review WHAT I DO • AI chatbots that handle real conversations: Intercom Fin setup, AI-powered workflows and routing • Zendesk and Freshworks: ticketing architecture, workflows, triggers, SLAs, multi-brand and multi-region setups • HubSpot: Service Hub, lifecycle automation, email sequences, pipelines, full account audits • Platform migrations with data intact - Freshdesk, Freshservice, Zendesk, Intercom, HubSpot • Integrations via API, Zapier, and Make - Shopify, Magento, Klaviyo, Slack, JotForm • Also: HubSpot Marketing & Sales Hub, lead scoring, dashboards & reporting, Zendesk Guide & help center, Zendesk Explore, Zendesk Talk, Freshcaller, live chat & knowledge base, Zoho Desk IN A CLIENT'S WORDS "I know it can feel like trying to find a needle in a haystack on Upwork, but I can tell you Muhammad is one of those rare needles. He's fantastic. He knows Zendesk like the back of his hand. He pays close attention to detail and moves very fast. He made our life easy and had us up and running with Zendesk very quickly." - Nick LET'S TALK Send me your current stack and your biggest bottleneck. I'll reply within a day with exactly what's possible for your setup, and what I'd fix first.

Are your operations running you instead of the other way around? Messages falling through the cracks. CRM data that's a mess. Customer issues piling up while you're stuck coordinating instead of growing. Sound familiar? I'm Hatim Khan, an operations and CRM specialist with 6+ years of experience helping businesses bring structure, clarity, and control to their daily workflows. With 1,456+ hours logged on Upwork, a 100% Job Success Score, and Top Rated status, I don't just assist. I stabilize, organize, and optimize. ⚙️ How I Support Your Business End-to-end Virtual Assistance and Administrative Control CRM Management, Cleanup, and Client Communication Flow Customer Support across email, live chat, and phone systems Workflow Optimization and Automation using Zapier Project and Team Coordination with clear task ownership Dispatching and Logistics Coordination (Trucking and NEMT) Data Management, Research, and Reporting Invoicing, Chargebacks, and Administrative Tracking 🛠️ Systems and Tools I Work With CRM and Support: HubSpot, Salesforce, GoHighLevel, Zendesk Project Management: Asana, ClickUp, Monday, Bitrix24 Automation: Zapier, ActiveCampaign, Mailchimp, Typeform Communication: Slack, Google Workspace, Teams, Skype Scheduling: Calendly, Hubstaff Platforms: WordPress, Shopify, Canva ✅ What You Gain Working With Me Structured operations instead of scattered, reactive workflows Faster response times and consistent client communication Clear visibility on tasks, progress, and priorities at all times Reduced workload without losing control of your business A proactive partner who spots inefficiencies before they cost you 💡 Why I Stand Out Most VAs wait to be told what to do. I map out what needs to happen and make it happen. My background spans high-pressure dispatching (trucking and NEMT), CRM cleanup and automation, and direct customer support, which means I understand operations from the ground up, not just from a checklist. I'm organized, responsive, and focused on long-term partnerships where my work has a measurable impact on your business. 📌 Let's Bring Order to Your Operations If your business feels overloaded, disorganized, or stuck in reactive mode, I can step in and build the structure you need to move forward with confidence. Send me a message describing your current workflow or biggest operational challenge, and I'll respond within hours with a clear, practical plan.

I help streamline operations, improve processes, optimize workflows, refine CRM systems, develop SOPs, automate repetitive work and elevate customer experience by turning operational chaos into structured, efficient systems that simply work, enabling sustainable growth. 𝗪𝗛𝗢 𝗔𝗠 𝗜 For over 8 years, I've helped clients improve operations and customer experience and I’ve learned that most don't have a people problem, they have a systems problem. So, with years of experience in Operations and Customer Support and a background in engineering, I naturally approach challenges with a balance of analytical thinking and practical execution to solve operational challenges that make a significant difference. I'm the Tech-Savvy Solution and Reliable Virtual Support who truly supports. 𝗥𝗘𝗦𝗨𝗟𝗧𝗦 Across previous roles, I've increased Operational Efficiency by 25%, reduced manual work by 27%, improved document retrieval time by 35%, achieved nearly 100% CSAT scores and reduced resolution times by 23% by improving processes, automating workflows, optimizing systems and strengthening customer operations. 𝗛𝗢𝗪 𝗜 𝗖𝗔𝗡 𝗛𝗘𝗟𝗣 By taking messy, undocumented, manual processes and transforming them into structured, repeatable systems that reduce errors, save time and make onboarding significantly easier. Whether it's creating an operations manual from scratch, restructuring documentation, improving customer journeys, optimizing workflows or identifying automation opportunities, I focus on building solutions that continue delivering value long after implementation. 𝗔𝗥𝗘𝗔𝗦 𝗢𝗙 𝗘𝗫𝗣𝗘𝗥𝗧𝗜𝗦𝗘 Operations Management · Process Improvement · Project Management · SOP Development · Workflow and Process Mapping · Customer Experience · Customer Success · CRM Administration and Optimization · Process Automation · KPI Reporting · Dashboards · Customer & Team Coordination · Cross-functional Collaboration · Remote Team Training · Knowledge Base and Operations Manual Development · Quality Assurance · Process Documentation 𝗧𝗢𝗢𝗟𝗦 & 𝗣𝗟𝗔𝗧𝗙𝗢𝗥𝗠𝗦 Asana · Keap · Zapier · Wrike · Salesforce · Zendesk · Act · Microsoft 365 · Power Automate · Microsoft Forms · SharePoint · Google Workspace · Notion · Slack · ClickFunnels · Kajabi · Zoom · ChatGPT · Microsoft Copilot · Eager to learn more 𝗡𝗘𝗫𝗧 𝗦𝗧𝗘𝗣 Let's schedule a clarity call to identify where improvements can be made if your operations feel slower than they should, your processes are difficult to follow, your customer experience isn't as it should be or your team spends too much time on manual work.