Customer Support Agent

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 quali