Customer Support Agent

Job description

### About Flipdish At Flipdish, we’re turning the tables in favour of independent restaurant and takeaway owners by offering them powerful, simple-to-use tech solutions backed by real human support. Everything we do is designed to make running a restaurant satisfyingly simple in a world that’s anything but. ### About the role You’ll join our Customer Support team in our Karachi hub, helping restaurant and takeaway owners get the most from Flipdish’s products and services. You’ll be a key point of contact for customers across phone, email, and chat, resolving issues quickly, clearly, and professionally. Success in this role looks like customers feeling supported, issues being resolved within agreed service levels, accurate records being maintained in Salesforce, and clear communication that helps customers keep their businesses running smoothly. **Please note this role is working on a 7 day a week shift rota, covering 6am - 12am (UTC) shifts.** ### What you’ll own - Provide outstanding customer support across phone, email, and chat; respond promptly and professionally to customer questions, issues, and requests. - Resolve customer complaints with empathy and ownership; listen carefully, understand the issue, and work towards a timely and satisfactory resolution. - Communicate clear instructions, updates, and solutions; adapt your style to suit different customer needs while keeping every interaction friendly and professional. - Maintain accurate customer records in Salesforce; document interactions, issues, resolutions, and follow-ups clearly so the wider team has the context they need. - Collaborate with Support colleagues and other departments; escalate complex issues appropriately, share knowledge, and contribute to better ways of working. - Build strong product knowledge across Flipdish software and services; stay up to date on new features, updates, and customer needs. - Meet agreed service levels and quality standards; work towards response time, resolution time, customer satisfaction, and quality assurance targets. - Create positive customer experiences; build trust with customers through helpful, calm, and professional interactions. ### What success looks like - Customers receive clear, helpful, and timely support across all channels. - Customer issues are resolved professionally, with appropriate follow-up and accurate Salesforce documentation. - Service level agreements and quality targets are consistently met or exceeded. - Complex issues are escalated with the right context, helping teams resolve problems faster. - Customers feel listened to, respected, and confident using Flipdish products and services. ### About you You’ll thrive in this role if you: - Have previous experience in customer support, customer service, or a similar customer-facing role. - Are fluent in English, with excellent verbal and written communication skills. - Are comfortable supporting customers across phone, email, and chat. - Can assess customer issues, think critically, and find practical solutions. - Show empathy and patience, especially when customers are frustrated or under pressure. - Are organised and detail-oriented, with the ability to prioritise tasks and manage multiple customer queries at once. - Are comfortable working with customer support tools, software systems, and computer applications. - Are willing and flexible to work evening shifts and weekends when needed to support customer needs. - Take ownership of your work and follow through until issues are properly resolved. ### The following would help you stand out: - Experience using Salesforce or a similar CRM. - Experience working in a SaaS, restaurant technology, food delivery, or hospitality environment. - Familiarity with SLAs, customer satisfaction metrics, and quality assurance standards. ### What you get We’re a growing startup and we understand that amazing incentives will attract amazing talent. Alongside a competitive salary, we offer unparalleled opportunities for career growth. If you’re smart, ambitious, and hard-working, we’ll do whatever it takes to make you a Flipdisher! - **Time off:** 24 days annual leave **+ public holidays +** company days (e.g. **Summer Fridays**, seasonal) - **Private healthcare:** OPD + IPD coverage - **Transport:** Company-provided pick-and-drop service - **Team connection:** Quarterly team meet-ups and company events ### Interview process Here’s what you can expect throughout the interview process. 1. **Recruiter screening call (15 minutes)** 2. **Hiring manager interview (45–60 minutes)** 3. **Competency / role-specific stage** 4. **Reference checks** ### Our Culture At Flipdish, we’re on the side of independent restaurant and takeaway owners, running busy operations on tight margins with rising costs, staffing challenges, and an increasingly demanding customer base. Our job is to make their lives easier with technology that’s powerful, satisfyingly simple, and backed by real human support. Our integrated ecosystem, spanning online ordering, marketing, loyalty, point of sale, menu optimisation, and operational automation, helps restaurants grow while staying in control. We’re an AI-first company, and we use it to help our customers get better outcomes, faster ordering, smarter marketing, and smoother operations, so owners and teams can spend more time on what matters. Inside the company, we value ownership and clarity, with a friendly, people-led culture behind it. We trust our people to help shape what kind of employer Flipdish is, not just follow a script. Transparency is huge for us: we listen to each other, collaborate, and create the space for people to grow (with balance, not burnout). We care about diversity, inclusion, and wellbeing as standard, and we encourage flexibility where it works. We’re focused on impact and team energy, not “being seen”. You’ll have meaningful scope, work closely with smart people across teams, and be trusted to make things better as Flipdish scales. If you’d like to read more about interviewing at Flipdish, please check out [our Interviewing at Flipdish guide.](https://www.flipdish.com/downloads/Flipdish-Interview-Guide-2026.pdf) ### ### Please note: Please attach your CV below. If you experience an issue with uploading your CV, please continue with the application without uploading and forward a copy of your CV to [saleh.shah@flipdish.com](mailto:saleh.shah@flipdish.com).