Technical 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 serve as a Tier 2 Customer Support Agent, handling complex and high-impact customer issues that demand advanced product knowledge, technical troubleshooting, and collaboration across multiple teams. Your role will involve managing remote installations, delivering tailored support to key accounts, resolving escalations, and mentoring Tier 1 agents to uphold high service standards. This position operates on a seven-day shift rota covering hours between 6am and 12am UTC, including evenings and weekends.

Key Responsibilities
- Take full ownership of complex cases escalated by Tier 1 agents by investigating root causes, assessing severity, and driving cases to resolution with clear communication and accountability.
- Coordinate remote installations, configurations, testing, and troubleshooting across Flipdish’s software, hardware, networks, peripherals, and integrations, collaborating with Onboarding, Operations, and technical teams as needed.
- Deliver high-touch, responsive support to designated key accounts, understanding their operational priorities and managing complex cases across teams to build trust through technical expertise and proactive updates.
- Work closely with Product and Engineering teams on critical customer issues by providing detailed evidence, troubleshooting histories, and validating fixes or workarounds before closing incidents.
- Monitor customer interactions, escalations, installations, and incidents to identify recurring issues and emerging risks, reporting actionable insights to Product, Engineering, Operations, Customer Success, and leadership.
- Serve as a senior point of contact for Tier 1 agents during shifts by monitoring queues, reviewing escalations, coaching colleagues on troubleshooting and communication, and ensuring smooth shift handovers.
- Maintain expert product knowledge and accurate records in Intercom and Salesforce, contribute to improving documentation, playbooks, tools, and processes, and challenge ineffective practices constructively to drive continuous improvement.

Required Qualifications
- Minimum of one year’s experience in customer support, technical support, service operations, or a similar customer-facing role.
- Proven ability to handle complex technical issues and customer escalations in a fast-paced environment, with a methodical approach to diagnosing configuration, connectivity, hardware, software, and user-related problems.
- Strong composure and sound judgment when managing frustrated customers, urgent incidents, or incomplete information.
- Experience coaching or mentoring less-experienced colleagues and providing operational guidance.
- Ability to prioritize competing tasks based on customer and business impact while managing multiple complex cases simultaneously.
- Excellent verbal and written communication skills in English, capable of translating technical information into clear, practical guidance.
- Proficient in producing structured case notes and escalation summaries, and comfortable supporting customers via phone, email, and chat.
- Highly organized, detail-oriented, collaborative, and willing to challenge unclear thinking or ineffective processes.
- Flexibility to work evenings and weekends as part of a shift rota.

Preferred Qualifications and Benefits
- Experience supporting SaaS platforms, point-of-sale systems, payments, restaurant technology, food delivery, or hospitality products.
- Familiarity with POS hardware, printers, tablets, networking, integrations, or remote device troubleshooting.
- Experience using Intercom, Salesforce, Jira, or similar CRM and support tools.
- Background in supporting enterprise or key accounts and coordinating incidents across Support, Engineering, Product, Operations, and commercial teams.
- Knowledge of SLAs, incident severity levels, customer satisfaction metrics, quality assurance, root-cause analysis, technical documentation, or support training.

Benefits
- Competitive salary with significant opportunities for career growth within a dynamic startup environment.
- Generous time off including 24 days annual leave plus public holidays and additional company days such as Summer Fridays.
- Private healthcare coverage including outpatient and inpatient services.
- Company-provided transport with pick-and-drop service.
- Regular team meet-ups and company events to foster connection and collaboration.

The interview process includes an initial recruiter screening call, a hiring manager interview, a competency or role-specific assessment, and reference checks. At Flipdish, we value ownership, transparency, and a people-led culture that encourages collaboration, diversity, and wellbeing. We are committed to creating an environment where employees can grow, contribute meaningfully, and help shape the future of the company.