Customer Support Agent

Flipdish is revolutionizing the way independent restaurant and takeaway owners manage their businesses by providing intuitive technology solutions supported by genuine human assistance. Our mission is to simplify restaurant operations in an increasingly complex world, empowering owners to focus on what matters most.

As a member of our Customer Support team based in Karachi, you will be the primary contact for restaurant and takeaway owners using Flipdish’s products and services. Your role involves assisting customers via phone, email, and chat, ensuring their issues are addressed promptly and professionally. Success means customers feel supported, problems are resolved within agreed timelines, and all interactions are accurately documented in Salesforce to maintain clear communication and smooth business operations. Please note, this position requires availability on a seven-day shift rota covering 6am to 12am (UTC).

Key Responsibilities
- Deliver exceptional customer support across multiple channels, responding quickly and professionally to inquiries and concerns.
- Handle customer complaints with empathy and accountability, actively listening and working toward timely, satisfactory resolutions.
- Provide clear instructions, updates, and solutions tailored to individual customer needs while maintaining a friendly and professional tone.
- Keep precise and up-to-date records of customer interactions, issues, and resolutions within Salesforce to ensure team-wide visibility.
- Collaborate effectively with colleagues and other departments, escalating complex matters 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, quality standards, and customer satisfaction targets.
- Foster positive customer experiences by building trust through calm, helpful, and professional communication.

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 with customer support tools, software systems, and computer applications.
- Flexibility to work evening shifts and weekends as required.
- A proactive approach with strong ownership and follow-through to ensure issues are fully resolved.

Preferred Qualifications and Benefits
Experience with Salesforce or similar CRM platforms is advantageous, as is familiarity with SaaS, restaurant technology, food delivery, or hospitality sectors. Knowledge of service level agreements, customer satisfaction metrics, and quality assurance standards will also help you stand out.

We offer a competitive salary and a range of benefits designed to support your growth and well-being, including 24 days of annual leave plus public holidays and company days (such as Summer Fridays), private healthcare covering outpatient and inpatient services, company-provided transport with pick-and-drop service, and quarterly team meet-ups and company events.

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

At Flipdish, we champion independent restaurant owners facing tight margins and operational challenges. Our AI-driven ecosystem integrates online ordering, marketing, loyalty programs, point of sale, menu optimization, and automation to help businesses grow efficiently. Internally, we foster a culture of ownership, transparency, and collaboration, valuing diversity, inclusion, and work-life balance. You will have meaningful responsibilities and the opportunity to contribute to shaping Flipdish’s future as we scale.

If you want to learn more about our hiring approach, please refer to our Interviewing at Flipdish guide.