Head of Customer Support

At Flipdish, we’re turning the tables in favour of independent restaurant and takeaway owners by providing them with the tools they need to make their lives easier. We provide our customers with a suite of powerful, but straightforward tech along with (real human) support, so they can thrive on their own terms.

Everything we do is designed to make running a restaurant satisfyingly simple, in a world that’s anything but.

About this role

The Head of Customer Support at Flipdish owns our customer support strategy and delivers continuous improvement by providing excellent leadership of the support team, optimising processes, and ensuring customer satisfaction remains at the forefront of our business. 

They also ensure that data gathered from support interactions is fed back to the business to inform the product roadmap. They have a deep understanding of customer service principles, excellent leadership skills, and a passion for delivering exceptional customer experiences. 

 In this job, you’ll…

• Develop and implement a scalable, cost effective customer support strategy which delivers high levels of customer satisfaction. 

• Lead and inspire a high-performing team of customer support representatives. ● Directly manage a small group of Customer Support Team Leaders providing guidance, coaching, and mentoring. 

• Set departmental objectives, key performance indicators (KPIs), and monitor team performance to ensure goals are met or exceeded. 

• Foster a customer-centric culture that promotes collaboration, innovation, and continuous improvement

• Design and optimise customer support processes and workflows to enhance efficiency, productivity, and overall customer satisfaction. 

• Establish and maintain service level agreements (SLAs) to ensure timely and effective support response and resolution times. 

• Implement and utilise Salesforce and other customer support tools to streamline operations, track metrics, and generate insights for informed decision-making. 

• Regularly analyse customer support data and feedback to identify trends and areas for improvement. 

• Develop and maintain a deep understanding of QSR operations and their resulting needs, pain points, and preferences to drive improvements in support offerings. 

• Be an expert in technical customer support trends and innovate using new tools such as AI to improve efficiency and reduce support overheads 

• Handle escalations and resolve complex customer issues, ensuring prompt and effective resolution. 

• Collaborate with cross-functional teams, such as product management and engineering, to address customer feedback and drive product improvements. 

We’re looking for

• 7+ years of experience, 3+ of which in a leadership position of a technical support or customer service team, preferably in a software, technology, or SaaS environment 

• You have a strong understanding of customer service principles, best practices, and emerging trends in the industry. 

• You have experience engaging with senior leadership teams. 

• You are both analytical and commercially savvy. You use data to drive decision making. 

• You have a track record of resolving complex problems and taking a proactive approach to analysing issues and generating solutions. 

• You have excellent leadership skills and you are able to influence, inspire confidence and build consensus at all levels. 

• You are a doer who is unfazed by ambiguity and who thrives under pressure. The senior leadership team at Flipdish works at a rapid pace, and we are looking for someone with the intellectual and practical firepower to keep up. 

• You have excellent project management skills with proven experience managing end to end projects across business units and/or geographies. 

• You are organised, responsive, detail oriented and, most importantly, you have a strong bias for action (i.e. you get things done). We are looking for someone who is extremely proactive in their work.

What you get

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!

Some of our incentives include:

🏡 Flexible working - work in a way that works for you

🌴25 days holidays per year and plenty of company get togethers!

☀️Summer Fridays

❤️‍🩹 Healthcare coverage for UK, Irish, and US employees

👩🏾‍🎓 Access to training and educational sponsorship

🎭 Team meet-ups and social events

🔗 You can read more about our benefits here

🦄 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. 

We’re a company that values diversity, inclusion, and wellbeing as standard. We believe in balance, not burnout. Every Wednesday is meeting-free and we get Summer Fridays (Fridays off during the summer). And all permanent employees qualify for our share scheme because we share our success. 

We’re flexible employers. We have teams based on both sides of the Atlantic who get their jobs done both from home and from some of our beautiful offices in bustling cities like New York, London, Barcelona, and Dublin. 

So, if you want to join a genuinely friendly team, take a look at our current openings and get in touch. And if you don’t see an opening just yet, do get in touch and register your interest with us anyway. We’ll be in touch as soon as something suitable opens up.

🙈Don’t be shy. Apply. 

We know that imposter syndrome can be a thing. Don’t let it be. We want enthusiastic people from all backgrounds. If you feel like you’re up for working with us, get in touch. 

We also understand neurodivergent candidates might need assistance. That’s not a problem in the slightest. Just reach out to us, we’d love to hear from you.