Customer Support Agent

Flipdish is dedicated to empowering independent restaurant and takeaway owners by providing them with 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. As part of 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 resolved efficiently and professionally, maintaining clear communication and accurate records to support smooth business operations. This role operates on a seven-day shift rota, covering hours from 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 accountability, actively listening and working towards timely, satisfactory resolutions.
- Provide clear instructions, updates, and solutions tailored to individual customer needs while maintaining a friendly and professional tone.
- Maintain detailed and accurate customer records within Salesforce, documenting all interactions, issues, resolutions, and follow-ups to ensure team alignment.
- 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’s software and services, staying informed about new features and updates.
- Consistently meet or exceed 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 client-facing role.
- Fluency in English with excellent verbal and written communication skills.
- Comfortable supporting customers via phone, email, and chat platforms.
- 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 in using customer support tools, software systems, and general computer applications.
- Flexibility to work evening shifts and weekends as required by customer support needs.
- A proactive approach with a strong sense of ownership, ensuring issues are fully resolved.

Preferred Qualifications and Benefits
- Experience with Salesforce or similar CRM platforms is advantageous.
- Background in SaaS, restaurant technology, food delivery, or hospitality sectors is a plus.
- Familiarity with service level agreements (SLAs), customer satisfaction metrics, and quality assurance standards will help you stand out.

At Flipdish, we recognize that attracting top talent requires more than just a competitive salary. We offer significant opportunities for career growth within a dynamic startup environment. Benefits include 24 days of annual leave plus public holidays and company days such as Summer Fridays. Private healthcare coverage includes outpatient and inpatient services. For ease of commute, a company-provided pick-and-drop transport service is available. We also foster team connection through quarterly meet-ups and company events.

Our interview process consists of a brief recruiter screening call, followed by a hiring manager interview, a competency or role-specific assessment, and reference checks.

Flipdish’s culture centers on supporting independent restaurant owners facing operational challenges. We provide an integrated ecosystem of online ordering, marketing, loyalty, point of sale, menu optimization, and operational automation, powered by AI to deliver faster, smarter, and smoother solutions. Internally, we value ownership, transparency, and collaboration within a friendly, people-focused environment. We encourage diversity, inclusion, wellbeing, and flexible working arrangements to promote balance and growth without burnout.

If you are ambitious, customer-focused, and eager to contribute to a growing company that values impact and innovation, Flipdish offers a rewarding place to build your career.