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 point of contact via phone, email, and chat, you will resolve customer issues efficiently and professionally, ensuring smooth operations for their businesses. This role operates on a 7-day shift rota covering 6am to 12am (UTC).

Key Responsibilities
- Deliver exceptional customer support across multiple channels, responding promptly and professionally to inquiries and requests.
- Handle customer complaints with empathy and accountability, actively listening to understand issues and working towards timely resolutions.
- Communicate clearly by providing instructions, updates, and solutions tailored to diverse customer needs while maintaining a friendly and professional tone.
- Accurately document all customer interactions, issues, resolutions, and follow-ups in Salesforce to provide context for the wider team.
- Collaborate effectively with colleagues and other departments, escalating complex cases 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 (SLAs), response times, resolution targets, and quality standards.
- 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 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.
- Proficiency with customer support tools, software systems, and general computer applications.
- Flexibility to work evening shifts and weekends as required to meet customer needs.
- A strong sense of ownership and commitment to seeing issues through to resolution.

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.

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 additional company days (such as summer Fridays), 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 centers on supporting independent restaurant owners facing operational challenges by providing powerful yet simple technology backed by real human support. We value ownership, transparency, and collaboration, encouraging a friendly, people-led environment where employees help shape the company’s future. We prioritize diversity, inclusion, wellbeing, and flexibility, focusing on meaningful impact and team energy rather than visibility. Working at Flipdish means having the autonomy to make a difference while growing alongside talented colleagues.

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