Implementation Specialist

Flipdish; Karachi Division; On-site; PKR 1,500,000 - 2,000,000; Full time

Benefits offered by this job

Time off: 24 days annual leave + PH +

Private healthcare: OPD + IPD

Transport: company-provided pick-and-D

Team connection: quarterly team meet‑u

Job summary

Flipdish is hiring in Karachi for an Onboarding lead to drive enterprise customer go-lives. You will own end-to-end onboarding, coordinate with Commercial, Product, Engineering, Support, and Customer Success, and manage a portfolio of high-value onboardings.

You’ll need a background in onboarding or customer success, with experience handling 5+ accounts in a SaaS or hospitality tech environment. A structured, proactive operator mindset is essential.

Qualifications

• Background in onboarding, customer success, or support.
• Experience managing a large portfolio (5+ accounts) in SaaS or hospitality tech.
• Strong ownership mindset and cross-functional collaboration.
• Excellent structured, milestone-driven process management.

Responsibilities

• Own end-to-end onboarding for enterprise customers from handover to go-live.
• Manage a concurrent portfolio with milestones, dependencies, risks, and follow-ups.
• Serve as day-to-day contact for customers and translate needs to internal teams.
• Coordinate with Commercial, Product, Engineering, Support, and Customer Success to unblock issues.
• Identify risks early and drive recovery plans.
• Build onboarding playbooks and tracking systems to improve consistency.

Skills

Onboarding

Customer Success

Portfolio management

Cross-functional collaboration

Communication under pressure

Structured process

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 Flipdish’s Onboarding team in Karachi, helping some of our most important and complex customers get live successfully on Flipdish. This role is focused on enterprise and high-value customer onboarding: structured rollouts, multiple moving parts, clear milestone management, and strong coordination across Commercial, Product, Engineering, Support, and Customer Success. Success in this role looks like critical accounts being onboarded smoothly, customers knowing exactly what needs to happen and when, and internal teams having the clarity they need to unblock dependencies quickly. You’ll be trusted to manage a busy portfolio of customer onboarding, take ownership when something is stuck, and keep momentum from signed contract through to successful launch.

What you’ll own

Own the end-to-end onboarding process for enterprise and high-value customers, from handover through to successful go-live. Manage a concurrent portfolio of onboardings, keeping milestones, dependencies, risks, and follow-ups clearly tracked. Act as the main day-to-day point of contact for customers during onboarding, setting expectations and keeping communication clear under pressure. Coordinate with Commercial, Product, Engineering, Support, and Customer Success to unblock issues and keep customer rollouts moving. Translate technical or operational requirements into clear customer-facing updates, and translate customer needs back into actionable internal context. Identify risks early, elevate appropriately, and drive recovery plans when onboarding timelines or customer outcomes are at risk. Build and follow structured onboarding processes, playbooks, and tracking systems that improve consistency across complex accounts.

What success looks like

High-value customers are onboarded with clearer milestones, fewer avoidable delays, and stronger ownership from start to finish. Internal teams have better visibility of onboarding blockers, dependencies, and next actions. Customers feel informed, supported, and confident throughout the rollout process. Escalations are handled calmly and constructively, with clear recovery plans and follow-through. Flipdish builds stronger enterprise onboarding capability in the Karachi hub, reducing dependency on senior team members outside the local team.

About you

You’ll thrive in this role if you: Have a background in onboarding, customer success, or customer support. Understand how to run a structured, milestone-driven process with a defined endpoint, manage an ongoing customer relationship, or handle high-volume customer situations calmly. Have experience managing a large, concurrent portfolio — ideally 5+ accounts at once — in SaaS, hospitality tech, restaurant tech, retail tech, or another fast-moving operational environment. Have a genuine ownership mindset: you own the outcome even when the root cause sits with another team. Are a strong internal operator, comfortable working with Commercial, Product, and Engineering teams. Can translate between technical or commercial language and clear client-facing communication. Are organised by system, not by memory — you can explain exactly how you track multiple onboardings, dependencies, and follow-ups. Communicate clearly under pressure, whether handling a client escalation or chasing an internal team for a blocked dependency. Are ambitious and want to take on harder accounts and more scope over time, not just steady-state task completion.

The following would help you stand out

Enterprise or multi-location account experience. A SaaS, hospitality tech, restaurant tech, or retail tech background. Experience managing complex rollouts where multiple teams, locations, or technical dependencies were involved. A concrete example of a rollout that went wrong, what you did to recover it, and what you changed afterwards.

What you’ll 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

• Recruiter screening call (15-30 minutes)
• Hiring manager interview (45-60 minutes)
• Competency / role-specific stage (60 minutes)
• Leadership Interview (30 Minutes)

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.