Job Application for Head of Customer Support at Flipdish

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Flipdish is transforming how independent food businesses compete and thrive. Our platform powers online ordering, marketing, and operations for thousands of restaurants and food brands across the globe. We combine intelligent, easy-to-use tools with exceptional customer service — making complex tech simple for food businesses everywhere.

We’re 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 — even our C-suite does restaurant work experience! We’ve worked in busy kitchens and run busy restaurant franchises. We help our customers grow on their own terms and fall back in love with what they do.

About the Role

The Head of Customer Support will lead our global support operations from our Karachi office. You’ll drive excellence across teams in Pakistan, LATAM, and the EU, and build a support function capable of handling complex, technical challenges from our global customer base.

This is not a traditional Tier 1 support role. Your team will be on the front lines of deep technical troubleshooting across web, mobile, POS, and delivery integrations.

You'll report into the VP of Operations and play a key role in shaping Flipdish’s customer experience globally.

✅ What You’ll Do

Lead day-to-day support operations from the Karachi office
Manage teams across Karachi, LATAM, and the EU
Design and implement scalable technical support processes
Hire and retain top-tier technical support specialists
Embed automation and AI-first support tools (e.g. Intercom Fin, bots, ticket routing)
Champion usage of Intercom and other platforms to optimize workflows
Collaborate with Product, Engineering, and Onboarding teams to escalate and resolve issues
Monitor and report on KPIs, SLAs, and CSAT
Handle complex customer escalations
Tailor support functions to US/EU markets with local understanding

⭐ The Ideal Candidate

7+ years in customer support (3+ years in a leadership role)
Experience managing global support in SaaS or tech
Deep technical troubleshooting background (B2B, not just order queries)
Experience supporting US and EU clients with high expectations
Strong working knowledge of Intercom and AI tools
Familiarity with KPIs, SLAs, CSAT, and support analytics
Proven track record of support automation and AI transformation
Excellent coaching and team-building skills
Strong communication and global leadership presence
High energy, organised, and passionate about building world-class support teams

🎁 What You’ll Get

Leadership role based in Karachi with global influence
Opportunity to support global customers (US, EU)
Build a support team using cutting-edge AI and automation
Learning budget, mentorship, and growth opportunities
Regular team events, global offsites, and equity in a unicorn startup

🫀 Our Culture

Transparent, collaborative, and growth-focused
Inclusive and diverse with a strong wellbeing focus
Meeting-free Wednesdays and Summer Fridays
All permanent employees qualify for our share scheme

🙌 Don’t Be Shy — Apply!

We welcome candidates from all backgrounds and understand imposter syndrome is real — don’t let it stop you. If you’re excited about this role, reach out! We also support neurodivergent candidates who may need additional accommodations — just let us know.