Customer Support Agent

Flipdish is revolutionizing the restaurant and takeaway industry by providing independent owners with powerful, easy-to-use technology solutions supported by genuine human assistance. Our mission is to simplify the complexities of running a restaurant in today’s fast-paced environment, making operations smoother and more satisfying.

As a member of the Customer Support team based in Karachi, you will be instrumental in helping restaurant and takeaway owners maximize the value of Flipdish’s products and services. Acting as a primary point of contact, you will engage with customers via phone, email, and chat to resolve their issues efficiently and professionally. Success in this role means customers feel supported, problems are addressed within agreed service levels, and all interactions are accurately documented in Salesforce. This position requires working on a seven-day shift rota covering 6am to 12am (UTC).

Key Responsibilities:
- Deliver exceptional customer support across multiple channels including phone, email, and chat, responding promptly and professionally to inquiries and requests.
- Handle customer complaints with empathy and ownership, ensuring timely and satisfactory resolutions.
- Communicate clear instructions and updates, tailoring your approach to meet diverse customer needs while maintaining a friendly and professional tone.
- Keep detailed and accurate records of customer interactions, issues, and resolutions in Salesforce to provide context for the wider team.
- Collaborate effectively with colleagues and other departments, escalating complex issues appropriately and sharing knowledge to improve processes.
- Develop and maintain strong product knowledge of Flipdish software and services, staying informed about new features and updates.
- Consistently meet service level agreements and quality standards related to response times, resolution times, customer satisfaction, and quality assurance.
- 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 customer-facing role.
- Fluency in English with excellent verbal and written communication skills.
- Comfortable supporting customers via phone, email, and chat.
- Ability to assess customer issues critically and provide practical solutions.
- Demonstrated empathy and patience, especially when dealing with frustrated or stressed customers.
- Strong organizational skills with the ability to prioritize tasks and manage multiple queries simultaneously.
- Proficiency with customer support tools, software systems, and general computer applications.
- Flexibility to work evening shifts and weekends as required.
- A strong sense of ownership and commitment to following through on issues until 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 service level agreements, customer satisfaction metrics, and quality assurance standards.

At Flipdish, we value ambition and hard work and offer a competitive salary alongside excellent career growth opportunities. Benefits include 24 days of annual leave plus public holidays and seasonal company days, private healthcare covering outpatient and inpatient services, company-provided transport with pick-and-drop service, and regular team meet-ups and company events to foster connection.

Our culture is built on ownership, transparency, and collaboration. We support independent restaurant owners by providing technology that is powerful yet simple, backed by real human support. We emphasize diversity, inclusion, wellbeing, and flexibility, encouraging a healthy work-life balance and meaningful impact. You will work closely with talented colleagues and be trusted to contribute to Flipdish’s growth and success.

The interview process includes a recruiter screening call, a hiring manager interview, a competency or role-specific assessment, and reference checks.