Senior Technical Support Associate

AIO App Inc; Islamabad; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

AIO App Inc. is hiring for a Customer Support role to serve restaurant partners in the US market from Pakistan. You will handle multi-channel inquiries, resolve complex issues, and work with internal teams to improve service quality.

The role emphasizes relationship building, data-driven reporting, and process documentation to ensure smooth operations and high customer satisfaction.

Qualifications

• Bachelor’s degree in any field.
• 2–3 years in Customer/Technical Support, preferably in Restaurant or Hospitality.
• Excellent English reading, writing and conversational skills.
• Strong customer handling and relationships with restaurant owners.
• High emotional intelligence and empathy.
• Familiar with US cultural sensitivities.
• Experience with CRM tools like Hubspot, Salesforce, Zendesk.
• Familiar with data analytics, reporting, and documentation.
• Experience supporting US market is highly preferred.

Responsibilities

• Act as the primary point of contact for customers across Chat, Email and Call.
• Own end-to-end customer journey and drive issues to resolution.
• Interface between restaurant partners and internal teams in Pakistan.
• Collaborate with Tier 2 Support and other stakeholders on technical issues.
• Document issues with root causes and business implications.
• Use the AIO Platform to assist restaurants in time-sensitive tasks.

Skills

Customer support

Communication

Empathy

Emotional intelligence

US culture awareness

Data analytics

Documentation

Education

Bachelor's degree

Tools

Hubspot

Salesforce

Zendesk

Job description

About the Role:

You will be joining a team with a culture centered around agility, a constant hunger to learn, and the desire to teach and make those around you better.

What will be your responsibilities?

• Customer Facing & Handling: Act as the primary point of contact for our customers across multiple channels (Chat, Email, and Call), ensuring exceptional customer satisfaction.
• Case Resolution & Customer Journey: Take ownership of the end-to-end customer journey, managing issues from initial contact through to successful case resolution.
• Cross-Functional Communication: Interface between the restaurant partners and the internal teams in Pakistan to make sure all customer queries are addressed and resolved in a timely manner.
• Stakeholder Collaboration: Collaborate closely with Tier 2 Support and other internal stakeholders to elevate, investigate, and resolve critical technical issues.
• Documentation & Reporting: Document these issues meticulously, demonstrating a thorough understanding of their root causes and business implications.
• Platform Operations: Use the AIO Platform to assist the restaurant in time-sensitive and critical operational tasks.

What are we looking for, and what does it require to be the right fit for this role?

• Bachelor’s Degree in any field.
  
• 2 - 3 years of professional experience in Customer Support/Technical Support, in the Restaurant or Hospitality industry would be preferred.
• Solid command of English communication skills (exceptional reading, writing, and conversational/colloquial English).
• Strong customer handling and people skills to establish and manage relationships with restaurant owners.
• High emotional intelligence and empathy.
• Knowledge of US cultural sensitivities.
• A strong understanding of, and passion for, customer support and case management.
• Experience working with CRM tools such as Hubspot, Salesforce, Zendesk etc.
• Familiarity with data analytics, reporting, and documentation.
• Prior experience in a support role (specifically catering to the US market) is highly preferred.

Why Join AIO?

Our mission is to revolutionize the US restaurant industry by providing a comprehensive and fully integrated solution that empowers restaurant owners to efficiently manage all aspects of their business. Our platform combines our patented AI technology with unparalleled customer support to help owners increase revenue, reduce costs, and improve their overall profit margins.

We believe that restaurants should be able to focus on delivering exceptional dining experiences to their customers, without the added stress of managing complex and disparate systems. That's why we offer an All-In-One super app platform for all their needs, from front-of-the-house operations like ordering, payment, marketing and rewards, to back-of-the-house management like inventory, staff, and financials.

We are laser focused on becoming a significant player in the $55 billion restaurant tech SaaS market. You will be a part of a world class, up-and-coming Silicon Valley funded startup.