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 resolve issues efficiently and professionally, ensuring customers feel supported and confident in using our platform. This role operates 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 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.
- Maintain precise and up-to-date customer records in Salesforce, documenting all interactions, issues, resolutions, and necessary follow-ups to ensure team transparency.
- 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 customer requirements.
- Consistently meet or exceed service level agreements (SLAs) and quality standards, focusing on response times, resolution times, customer satisfaction, and quality assurance.
- Foster positive customer experiences by building trust through calm, helpful, and professional interactions.

Required Qualifications
- Proven 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 dealing with 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 computer applications.
- Flexibility to work evening shifts and weekends as required to meet customer needs.
- Strong sense of ownership and commitment to following through until issues are fully resolved.

Preferred Qualifications and Benefits
- Experience with Salesforce or similar Customer Relationship Management (CRM) systems.
- Background in SaaS, restaurant technology, food delivery, or hospitality sectors.
- Familiarity with SLAs, customer satisfaction metrics, and quality assurance standards.

At Flipdish, we are a growing startup that values talent and ambition. Alongside a competitive salary, we offer excellent opportunities for career progression. Benefits include 24 days of annual leave plus public holidays and 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 centers on supporting independent restaurant owners facing tight margins and operational challenges. We provide a powerful yet simple technology ecosystem enhanced by AI to help customers improve outcomes, streamline operations, and focus on what matters most. Within the company, we emphasize ownership, transparency, and a people-led environment that encourages growth, diversity, inclusion, and work-life balance. You will work closely with talented colleagues and be empowered to make meaningful contributions as Flipdish continues to scale.