Technical Customer Support Agent

Greenhouse Software, Inc.; Karachi Division; On-site; PKR 700,000 - 1,000,000; Full time

Benefits offered by this job

24 days annual leave

Company-provided transport

Quarterly team meet-ups

Job summary

Flipdish is hiring a Tier 2 Customer Support Agent to join the Karachi hub. You will own complex and high-impact customer issues, perform remote installations, and provide high-touch support for key accounts while coaching Tier 1 agents.

The role requires deep product knowledge, strong troubleshooting, and cross-functional collaboration with Onboarding, Operations, Product, Engineering, and Leadership. Evening/weekend shifts are included.

Qualifications

• Have at least one year of experience in customer support, technical support, service operations, or a similar customer-facing role.
• Have handled complex technical issues and escalations in a fast-paced environment.
• Can remain calm, exercise sound judgement, and take ownership when customers are frustrated or incidents are urgent.
• Experience coaching, mentoring, or providing operational guidance to less-experienced colleagues.
• Can prioritise competing work based on customer and business impact while managing multiple complex cases.

Responsibilities

• Take ownership of complex or high-impact cases escalated by Tier 1; investigate root causes, assess severity and customer impact, and drive resolution with clear updates.
• Coordinate remote installations, setup, configuration, testing, and troubleshooting across Flipdish software, hardware, networks, peripherals, and integrations; work with Onboarding, Operations, and technical teams as needed.
• Provide responsive, high-quality support for designated key accounts; understand their setup and priorities, coordinate complex cases across teams, and build trust through technical confidence.
• Partner with Product and Engineering on critical customer issues; provide evidence, troubleshooting history, affected-account context, and reproducible steps; validate fixes or workarounds before closure.
• Maintain customer observability across contacts, escalations, installations, and incidents; identify recurring pain points and report actionable insights to Product, Engineering, Operations, and leadership.
• Act as a senior point of contact for Tier 1 agents during shifts; monitor queues, review escalation quality, coach colleagues, and ensure clear shift handovers.
• Maintain expert product knowledge and accurate Intercom and Salesforce records; improve documentation, playbooks, tooling, and ways of working.

Skills

Customer support

Technical support

Escalations

Coaching/mentoring

English communication

Tools

Intercom

Salesforce

Jira

Job description

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 the Karachi hub as an experienced Tier 2 Customer Support Agent, owning complex and high-impact customer issues that require deeper product knowledge, technical investigation, and cross-functional coordination.

You’ll deliver remote installations and configuration, provide high-touch support for key accounts, and manage escalations through to resolution. You’ll also act as a senior point of support for Tier 1 agents—monitoring queues and emerging issues, coaching colleagues, and helping the wider team maintain consistently high support standards.

Success in this role looks like complex issues being resolved accurately and efficiently, installations being completed successfully, key customers receiving dependable support, customer-impacting trends being identified early, and Tier 1 agents becoming more capable through your guidance.

Please note: This role operates on a seven-day shift rota, covering shifts between 6am and 12am UTC, including evenings and weekends.

What you’ll own

• Take ownership of complex or high-impact cases escalated by Tier 1; investigate root causes, assess severity and customer impact, and drive each case through to resolution with clear updates and accountable handovers.
• Coordinate remote installations, setup, configuration, testing, and troubleshooting across Flipdish software, hardware, networks, peripherals, and integrations; partner with Onboarding, Operations, and technical teams when additional expertise is required.
• Provide responsive, high-quality support for designated key accounts; understand their setup and operational priorities, coordinate complex cases across teams, and build trust through technical confidence and proactive communication.
• Partner with Product and Engineering on critical customer issues and incidents; provide clear evidence, troubleshooting history, affected-account context, and reproducible steps, then validate fixes or workarounds before closure.
• Maintain customer observability across contacts, escalations, installations, and incidents; identify recurring pain points and emerging risks early, and cross-report actionable insights to Product, Engineering, Operations, Customer Success, and leadership.
• Act as a senior point of contact for Tier 1 agents during assigned shifts; monitor queues, review escalation quality, coach colleagues on troubleshooting and communication, and ensure clear shift handovers.
• Maintain expert product knowledge and accurate Intercom and Salesforce records; improve documentation, playbooks, tooling, and ways of working. Challenge poor decisions and propose better approaches—constructive challenge is a responsibility, and progress should take priority over comfortable consensus.

What success looks like

• Complex and escalated cases are resolved accurately, efficiently, and with clear ownership, improving response time, resolution time, customer satisfaction, quality, and service-level performance.
• Remote installations are completed successfully, with appropriate testing, documentation, customer guidance, and follow-up.
• Key accounts receive dependable, proactive support, while Product and Engineering receive complete, actionable information on critical customer issues.
• Customer-impacting trends and operational risks are identified early, reported consistently, and used to improve products, processes, tooling, and incident prevention.
• Tier 1 agents become more confident resolving issues independently, and shift handovers are clear enough that customers do not need to repeat information.

About you

You’ll thrive in this role if you:

• Have at least one year of experience in customer support, technical support, service operations, or a similar customer-facing role.
• Have handled complex technical issues and customer escalations in a fast-paced environment, using a methodical approach to distinguish between configuration, connectivity, hardware, software, and user-related issues.
• Can remain calm, exercise sound judgement, and take ownership when customers are frustrated, incidents are urgent, or information is incomplete.
• Have experience coaching, mentoring, or providing operational guidance to less-experienced colleagues.
• Can prioritise competing work based on customer and business impact while managing multiple complex cases at once.
• Communicate fluently in English, with excellent verbal and written skills, and can translate technical information into clear, practical guidance.
• Produce accurate, structured case notes and escalation summaries, and are comfortable supporting customers across phone, email, and chat.
• Are organised, detail-oriented, collaborative, and willing to challenge unclear thinking or ineffective processes.
• Are willing and flexible to work evenings and weekends as part of a shift rota.

The following would help you stand out

• Experience supporting SaaS, point-of-sale, payments, restaurant technology, food delivery, or hospitality products.
• Experience with POS hardware, printers, tablets, networking, integrations, or remote device troubleshooting.
• Experience using Intercom, Salesforce, Jira, or similar CRM and support tools.
• Experience supporting enterprise, strategic, or key accounts and coordinating incidents across Support, Engineering, Product, Operations, and commercial teams.
• Familiarity with SLAs, incident severity levels, customer satisfaction metrics, quality assurance, root-cause analysis, technical documentation, or support training.

What you 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)
• Transport: Company-provided pick-and-drop service
• Team connection: Quarterly team meet-ups and company events

• Recruiter screening call (15 minutes)
• Competency / role-specific stage
• Reference checks

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.