Onboarding Team Lead

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… 

With our continued growth, Flipdish is building our team of Onboarding Engineers, based in Karachi, who are responsible for providing our clients with a smooth and easy experience setting up and configuring their digital presence. We are now hiring an Onboarding Team Lead, based in our Karachi office, to manage a team of 4-6 Onboarding Engineers, ensuring they deliver exceptional customer experiences, meet performance targets, and continuously improve onboarding processes.

✅ What You’ll Do:

• Leadership & Team Development: Lead, mentor, and develop a team of 4-6 Onboarding Engineers, ensuring high performance, motivation, and continuous professional growth.
• Onboarding Excellence: Own the end-to-end onboarding process for your team, ensuring the team delivers exceptional experiences that drive customer retention, growth, and advocacy.
• Performance Management: Set clear performance goals, monitor key onboarding metrics, and drive accountability within the team to meet or exceed targets.
• Escalation Management: Serve as the point of escalation for complex customer issues, resolving challenges efficiently while maintaining a customer-centric approach.
• Customer Engagement: When needed, engage directly with customers and commercial teams to support deals, troubleshoot issues, and ensure seamless handovers from sales to onboarding.
• Product & Technical Expertise: Develop a deep understanding of the Flipdish platform to effectively support the team and customers with system configurations and troubleshooting.
• Collaboration & Communication: Work cross-functionally with Sales, Customer Success, and Product teams to ensure a smooth customer journey and provide feedback for product improvements.

 🌟 The ideal candidate

• 6+ years Professional Experience: With at least 3 years in a leadership role, managing a customer-facing onboarding, customer success, or project management team.
• Exceptional People Management Skills: Strong leadership, coaching, and mentoring abilities, with a proven track record of developing high-performing teams.
• High-Performance Culture: Experience driving a results-oriented team culture that balances speed, efficiency, and customer satisfaction.
• Customer-Centric Mindset: Passion for delivering exceptional customer experiences and ensuring smooth onboarding journeys, and ability to handle escalated customer issues.
• Technical Aptitude: Comfortable learning technical product configurations and troubleshooting issues, with a strong grasp of system setups and configurations.
• Communication & Stakeholder Management: Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at various levels.

🦄 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.

🙈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.