Customer Support Agent

Flipdish is dedicated to empowering independent restaurant and takeaway owners by providing intuitive technology solutions supported by genuine human assistance. Our mission is to simplify the complexities of running a restaurant in today’s fast-paced environment. Joining our Customer Support team based in Karachi, you will play a vital role in helping customers maximize the value of Flipdish’s products and services. Acting as a primary contact through phone, email, and chat, you will ensure customer issues are addressed promptly and professionally, contributing to smooth business operations.

Key Responsibilities
- Deliver exceptional customer support via phone, email, and chat, responding promptly and professionally to inquiries and requests.
- Handle customer complaints with empathy and ownership, actively listening to understand issues and working toward timely resolutions.
- Provide clear, concise communication tailored to different customer needs while maintaining a friendly and professional tone.
- Accurately document all customer interactions, issues, and resolutions in Salesforce to ensure transparency and team collaboration.
- Collaborate effectively with colleagues and other departments, escalating complex matters appropriately and sharing knowledge to improve processes.
- Maintain up-to-date knowledge of Flipdish software and services, including new features and updates, to better assist customers.
- Consistently meet or exceed service level agreements (SLAs), quality standards, and customer satisfaction targets.
- Foster positive customer experiences by building trust through calm, helpful, and professional interactions.

Required Qualifications
- Previous experience in customer support, customer service, or a similar client-facing role.
- Fluency in English with excellent verbal and written communication skills.
- Comfortable supporting customers across multiple channels including phone, email, and chat.
- Strong problem-solving skills with the ability to assess issues critically and provide practical solutions.
- Demonstrated empathy and patience, especially when handling frustrated or pressured customers.
- Highly organized and detail-oriented, capable of managing multiple customer queries simultaneously.
- Proficient with customer support tools, software systems, and general computer applications.
- Flexibility to work on a 7-day shift rota covering 6am to 12am (UTC), including evenings and weekends as needed.
- A proactive approach with strong ownership and follow-through until issues are fully resolved.

Preferred Qualifications and Benefits
- Experience using Salesforce or similar CRM platforms.
- Background in SaaS, restaurant technology, food delivery, or hospitality sectors.
- Familiarity with SLAs, customer satisfaction metrics, and quality assurance standards.

We offer a competitive salary alongside excellent career growth opportunities within a dynamic startup environment. Benefits include:
- 24 days of annual leave plus public holidays and additional company days such as Summer Fridays.
- Private healthcare coverage including outpatient and inpatient services.
- Company-provided transport with pick-and-drop service.
- Regular team meet-ups and company events to foster connection and collaboration.

Interview Process
Candidates can expect a structured interview process consisting of:
1. A 15-minute recruiter screening call.
2. A 45–60 minute interview with the hiring manager.
3. A competency or role-specific assessment stage.
4. Reference checks.

At Flipdish, we champion independent restaurant owners facing tight margins, staffing challenges, and rising costs by delivering technology that is powerful yet simple, supported by real people. Our AI-driven ecosystem spans online ordering, marketing, loyalty, point of sale, menu optimization, and operational automation, enabling restaurants to grow while maintaining control. Internally, we foster a culture of ownership, transparency, and collaboration, prioritizing wellbeing, diversity, and inclusion. We trust our employees to shape the company’s future, offering meaningful work and the flexibility to maintain balance. Join us to be part of a team focused on impact, innovation, and genuine support for our customers.