Head of Customer Experience

At Flipdish, we’re 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.

As we continue to scale, we’re looking for a Head of Customer Experience to 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 the complex, technical challenges from our global customer base.

About this role

The Head of Customer Experience will lead a global support team with a strong technical mandate. This isn’t a traditional Tier 1 support role — your team will be the front line for deep technical troubleshooting, liaising with business customers using our restaurant technology platform across web, mobile, POS, and delivery integrations.

You’ll be responsible for scaling our operations, embedding automation and AI tools, and creating a high-performance culture across time zones. You’ll report into our VP Operations and play a key role in shaping the future of Flipdish’s global customer experience.

What You’ll Do:

• Lead the day-to-day support operations from our Karachi office, including in-person leadership and collaboration with team leads and support reps.
• Manage a global support function with direct oversight of teams across Karachi, LATAM, and the EU, ensuring responsive coverage across channels and high-quality customer outcomes.
• Design and implement scalable support processes to diagnose and resolve technical issues, not just order queries — this includes integrations, platform bugs, hardware issues, account configuration, and more.
• Recruit, train, and retain a team of top-tier technical support specialists who can confidently support business customers.
• Embed automation and AI-first support tools (e.g. Intercom Fin, bots, ticket routing, AI-assisted triage) to improve deflection and resolution times.
• Champion use of Intercom and other support platforms to optimise workflows and gather insights.
• Work closely with Product, Engineering, and Onboarding to escalate issues and provide structured feedback loops that influence the roadmap.
• Set and monitor KPIs, SLAs, and CSAT goals, regularly reporting performance to senior leadership.
• Handle complex customer escalations across regions and drive resolution with urgency and clarity.
• Ensure all support functions are tailored to global clients, with cultural and regional nuances understood—especially in US and EU markets.

The ideal candidate

We are looking for truly world-class talent. Specifically, we are interested in candidates with:

• 7+ years in customer experience / support, with at least 3+ years in a leadership role managing global, high-volume support operations in a tech or SaaS environment.
• Experience building and leading technical support teams focused on troubleshooting for business customers (not just end-user queries like order status or refunds).
• A proven track record of supporting US and EU-based clients with demanding expectations around resolution effectiveness, responsiveness, and support professionalism.
• Strong working knowledge of Intercom, and AI-first support tools (e.g. Fin, LLM bots, automated workflows).
• Deep understanding of support KPIs, SLAs, and using data to drive improvements in productivity and satisfaction.
• Experience driving support automation and AI transformation—you’ve seen and shaped the future of how great support gets done.
• Exceptional team-building and coaching skills, particularly in high-growth or scaling environments.
• Strong communication and leadership presence—you inspire and align globally distributed teams.
• High energy, highly organised, and ready to build a world-class support function from the ground up in Karachi and beyond.

What you get

• A leadership role at the heart of our Karachi team with strong global leadership influence
• Work with customers across the US and EU and support teams around the world
• The opportunity to build a support team that uses the latest in AI and automation
• Ongoing professional development, learning budget, and mentorship
• Regular team events, global offsites, and a chance to shape a unicorn startup

We’re a growing startup and we understand that amazing incentives will attract amazing talent. As well as the perks, we provide unparalleled opportunities for career growth. If you’re smart, ambitious, and hard-working, we’ll do whatever it takes to make you a Flipdisher!

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.