Flipdish • PAKISTAN - Karachi Hub

Customer Support Team Leader - Karachi

Remote-first – With office locations

Fully flexible hours

Dog friendly

Job Description

Customer Support Team Leader

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

We are seeking a highly skilled and motivated Customer Support Team Leader to join our dynamic team. As a Team Leader, you will play a crucial role in leading and managing our customer support team in a contact center environment. Your primary focus will be to ensure the delivery of exceptional customer service and support while driving team performance and achieving key performance indicators (KPIs).


  • Leadership and Team Management:
    • Provide strong leadership and guidance to a team of customer support representatives.
    • Motivate and inspire team members to achieve individual and team goals.
    • Foster a positive and collaborative team culture that promotes excellence in customer service.
    • Conduct regular team meetings, coaching sessions, and performance evaluations to enhance team performance and development.
    • Address any performance issues or conflicts in a timely and constructive manner.
  • Customer Service Excellence:
    • Ensure the delivery of high-quality customer support by monitoring and evaluating team members' interactions with customers.
    • Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction.
    • Develop and implement strategies to enhance customer service processes and improve overall customer experience.
    • Stay updated with industry best practices and trends to drive continuous improvement in customer support operations.
  • Performance Management:
    • Set clear performance expectations and targets for the team based on established KPIs.
    • Monitor team performance, analyze data, and provide regular reports to management.
    • Identify areas for improvement and implement action plans to address performance gaps.
    • Provide ongoing training, coaching, and mentoring to team members to enhance their skills and performance.
  • Salesforce Expertise:
    • Utilize Salesforce or similar CRM systems effectively to manage customer interactions, track support tickets, and generate reports.
    • Leverage Salesforce's features and capabilities to optimize team productivity and streamline customer support processes.
    • Collaborate with relevant stakeholders to identify system enhancements and contribute to the implementation of Salesforce-related projects.

    We’re looking for…

    • Fluency in English: Exceptional verbal and written communication skills in English are essential.
    • Prior experience in a leadership role within a contact center environment.
    • Demonstrated ability to lead and motivate a team to achieve performance targets and deliver exceptional customer service.
    • Strong understanding of customer support principles and best practices.
    • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders.
    • Proficient in using CRM systems, preferably Salesforce, to manage customer interactions and generate reports.
    • Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
    • Exceptional organizational and time management abilities to prioritize tasks and meet deadlines.
    • Flexibility to adapt to changing business needs and work in a fast-paced environment.

    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.

    🫀Our culture

    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.

    Company benefits

    Enhanced paternity leave – After one years continuous service, Flipdish will continue to pay full basic salary for 4 weeks
    Adoption leave – After one years continuous service, Flipdish will continue to pay full basic salary for 26 weeks
    25 days annual leave + bank holidays
    Enhanced sick pay – Receive up to three months paid sick leave in any 12 month rolling period
    Pregnancy loss leave
    Teambuilding days
    Wellbeing allowance
    Dog friendly co-working space
    Enhanced WFH tools
    Co-working space allowance – We have offices in London, Liverpool, Manchester & Dublin
    Summer hours
    Flexible working week
    Health insurance
    Dental coverage
    Mental health platform access
    Compassionate leave
    Dog friendly office
    Company shutdown periods
    Optional unpaid leave
    Fully stocked snack cupboard
    Pension match/increase
    Matched pension contribution
    Equity packages
    Share options
    Personal development budgets
    Skilled worker visas
    Company wide holidays/offsites
    Personal development days
    L&D budget

    We asked employees of Flipdish how satisfied they were with flexible working, and this is what they told us

    Employees are very happy with their working location freedom
    Employees are largely happy with the flexibility in the hours they work
    Employees are largely happy with the benefits their company offers
    Work-life balance
    Employees feel that they can switch off quite easily from work
    Role modelling
    Employees feel that most people work flexibly
    Employees feel they have complete autonomy over getting their work done
    Working at Flipdish

    Company employees


    Gender diversity (male:female)

    Implementing initiatives to reach our 50:50 goal

    Office locations

    Remote Friendly with offices in Dublin, London, Liverpool & Manchester

    Funding levels

    $100m (Series C) investment from Tencent, and Tiger Global, and we couldn’t be more excited. (Jan 2022)

    Hiring Countries

    United Kingdom
    Awards & Achievements
    Most flexible Retail & Ecommerce companies – 2nd

    Most flexible Retail & Ecommerce companies – 2nd

    Industry awards 2022