Technical Customer Support Agent - English Speaking
Flipdish builds consumer mobile applications for thousands of restaurants, used by their millions of customers. The application they use to order their favourite food is a direct interface between the end customer and our clients’ brand. It’s arguably the most critical touchpoint for any modern business, and we need you to help take that essential interaction to the next level.
You’ll join us in an incredibly exciting phase of transition and growth, as we rapidly expand our teams in Ireland and across the globe.
You’ll be shown the problems and opportunities, given access to people and resources, and then provided the autonomy and trust to allow you to succeed.
About this role
Due to our continued growth, Flipdish is hiring for a Technical Customer Support Executive. This is an exciting opportunity for a motivated self starter who has the flexibility to adapt to changing priorities. You will have excellent verbal and written communication skills to allow you collaborate effectively with many internal and external stakeholders
The successful candidate for this role will be looking for an exciting new challenge in a hyper-growth environment. You should have a passion for technology and team leadership, and be willing to take on new challenges and input to the company’s growth.
In this job, you’ll…
- Provide outstanding customer support: Respond promptly and professionally to customer inquiries and issues via phone, email, and chat, ensuring a positive and satisfactory resolution.
- Handle customer complaints: Actively listen to customers, empathize with their concerns, and work diligently to resolve problems in a timely manner, demonstrating excellent problem-solving skills.
- Communicate effectively: Clearly and concisely communicate information, instructions, and solutions to customers in a friendly and professional manner, adapting communication style to suit the customer's needs.
- Maintain accurate records: Document customer interactions, issues, and resolutions accurately and comprehensively in our Salesforce, ensuring proper tracking and follow-up.
- Collaborate with team members: Work closely with the support team and other departments to escalate complex issues, share knowledge, and contribute to continuous process improvement.
- Stay updated on product knowledge: Maintain a solid understanding of our software and services, staying up-to-date with new features, updates, and industry trends to provide accurate information to customers.
- Adhere to service level agreements (SLAs): Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction, and quality assurance targets.
- Embrace a positive customer-focused mindset: Strive to create exceptional customer experiences, building and maintaining strong customer relationships through friendly, helpful, and professional interactions.
We’re looking for…
- Fluency in English: Exceptional verbal and written communication skills in English are essential.
- Availability: Willingness and flexibility to work evening shifts and weekends as required to meet customer needs.
- Customer service experience: Prior experience in a customer support or service role, handling customer inquiries and resolving issues effectively and efficiently.
- Multichannel support skills: Proficiency in handling customer interactions through phone, email, and chat platforms, demonstrating excellent interpersonal and communication skills across different channels.
- Problem-solving abilities: Strong critical thinking and problem-solving skills to assess situations, analyze information, and provide appropriate solutions.
- Empathy and patience: Ability to empathize with customers, actively listen to their concerns, and remain calm and patient in challenging situations.
- Organizational skills: Detail-oriented with the ability to prioritize tasks, manage time effectively, and handle multiple customer inquiries simultaneously.
- Tech-savvy: Comfortable working with computer systems, software applications, and customer support tools. Experience with Salesforce is a plus.
No business embodies diversity like the food business. And at Flipdish, we're all about empowering those diverse, local, independent businesses - all over the planet. For us,
diversity isn't a checkbox. It's embedded in how we work. We are committed to building an inclusive and diverse team that represents a variety of backgrounds, perspectives, and skills - all working together in an open, honest and transparent culture. Because our strength comes from embracing our differences: differences that reflect the diverse customers we serve.
Please note that for this role we only accept applications from candidates directly. No recruitment agency assistance is needed.
🦄 About Flipdish
We’re Flipdish, an Irish unicorn (valued at over $1bn), serving independent restaurants in a world transformed by tech. No matter how fast Flipdish has grown, we’ve evolved around our customers and their needs. We’re not just an end-to-end ecosystem of technology, but a team committed to supporting people in the food industry.
We go to great lengths to understand our customers (check out our C-suite on work experience). We’re food industry natives. We’ve worked in busy kitchens and run busy restaurant franchises. We don’t just help our customers deal with real life problems, we give them a way of competing with the big chains, growing on their own terms, and falling back in love with what they do.
At this point, you might expect the usual spiel about how great a place Flipdish is to work at and how great our work culture is (and it is!). But, this all depends on our employees. And that’s because we trust our employees to define what sort of an employer Flipdish is.
Transparency is hugely important to us. We listen to one another. We collaborate. And we give everyone a way to grow their careers through a supportive environment.
We’re a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. Every Wednesday is meeting-free and we get Summer Fridays (Fridays off during the summer). And all permanent employees qualify for our share scheme because we share our success.
We’re flexible employers. We have teams based on both sides of the Atlantic who get their jobs done both from home and from some of our beautiful offices in bustling cities like London & Dublin.
So, if you want to join a genuinely friendly team, take a look at our current openings and get in touch. And if you don’t see an opening just yet, do get in touch and register your interest with us anyway. We’ll be in touch as soon as something suitable opens up.
🙈Don’t be shy. Apply.
We know that imposter syndrome can be a thing. Don’t let it be. We want enthusiastic people from all backgrounds. If you feel like you’re up for working with us, get in touch.
We also understand neurodivergent candidates might need assistance. That’s not a problem in the slightest. Just reach out to us, we’d love to hear from you.
We asked employees of Flipdish how satisfied they were with flexible working, and this is what they told us
Working at Flipdish
Gender diversity (male:female)
Implementing initiatives to reach our 50:50 goal
Remote Friendly with offices in Dublin, London, Liverpool & Manchester
$100m (Series C) investment from Tencent, and Tiger Global, and we couldn’t be more excited. (Jan 2022)