Customer Support Agent

Flipdish is dedicated to empowering independent restaurant and takeaway owners by providing intuitive technology solutions supported by genuine human assistance. Our mission is to simplify restaurant management in an increasingly complex world. 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 via 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, responding promptly and professionally to inquiries and requests.
- Handle customer complaints with empathy and accountability, working towards timely and satisfactory resolutions.
- Communicate clear instructions, updates, and solutions tailored to diverse customer needs while maintaining a friendly and professional tone.
- Accurately document all 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’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.
- 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 general 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 using Salesforce or similar CRM platforms is advantageous.
- Background in SaaS, restaurant technology, food delivery, or hospitality sectors is beneficial.
- Familiarity with service level agreements, customer satisfaction metrics, and quality assurance standards.

At Flipdish, we offer a competitive salary alongside exceptional opportunities for career growth within a dynamic startup environment. Benefits include 24 days of annual leave plus public holidays and company days, private healthcare covering outpatient and inpatient services, company-provided transport, and regular team events to foster connection and culture.

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

We pride ourselves on a culture that values ownership, transparency, and collaboration. We support diversity, inclusion, and wellbeing, encouraging flexibility and work-life balance. Our AI-driven ecosystem helps restaurants thrive by simplifying operations and enhancing customer engagement. Join Flipdish to work with passionate, talented colleagues and contribute meaningfully as we scale.