Frontline Support Specialist
Frontline Support Specialist
Posted on :
23-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
23-08-2025
Job Description
At Deliverect our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.
Department Focus:
The Customer Experience team at Deliverect is dedicated to empowering our customers success through personalized guidance and round-the-clock support ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.
Your Impact:
As a Frontline Support Specialist you are crucial to delivering exceptional customer experiences and ensuring seamless service operations. You will be the primary point of contact for most customers efficiently resolving technical issues and addressing needs with precision. Your work directly enhances customer satisfaction prevents churn and contributes to continued subscription and potential expansion impacting customer retention and lifetime value. By ensuring businesses maximize product potential and maintain seamless experiences you will drive higher customer satisfaction scores (CSAT) Net Promoter Scores (NPS) and faster resolution times. You will also streamline internal processes through timely inter-team communication and effective initial troubleshooting leading to improved efficiency across the organization.
Work Arrangement:
*This is a full-time hybrid role with a flexible work schedule offering 3 days in our Mexico office and 2 day from the comfort of your home.
This position requires work beyond standard business hours including weekends and holidays on a rotating schedule. While a typical work week may consist of Monday-Friday 10:00 am to 7:00 pm or 11:00 am to 8:00 pm there will be flexibility expected to accommodate operational needs. Rest assured all work performed in accordance with this schedule will be compensated according to local legal frameworks including overtime and holiday pay regulations. Hours of work: Working between 7:00 am - 11:00 pm on a regular basis Monday - Friday and weekends on a rotating schedule holidays depending on business needs.
What you will do
- Prioritize organize and manage your workload to ensure timely resolution of customer support tickets using advanced CX management tools.
- Act as the primary point of contact for customers efficiently resolving technical and administrative issues and addressing customer needs with precision and care.
- Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts.
- Apply creative problem-solving and critical thinking to investigate complex technical scenarios devising unconventional diagnostic steps or temporary workarounds to identify root causes and meet customer needs
- Conduct initial investigations and gather information for commercial and retention-focused requests for SMB accounts and assist with commercial gesture requests.
- Coordinate with internal teams and external partners managing escalations to subject matter experts or the Investigation Team when issues require deeper technical analysis or fall outside direct ownership.
- Proactively identify and address potential challenges suggesting improvements to knowledge base articles troubleshooting workflows and escalation procedures.
What you will bring
- At least 2 years of relevant experience in a technical implementation customer support or solutions consulting role preferably within the SaaS industry or equivalent work experience.
- Some post-secondary education in a related field (e.g. IT customer service business administration sales support) or equivalent work experience.
- Strong ownership skills to ensure high-quality and timely ticket follow-up and resolution.
- Excellent structure and organization abilities to efficiently handle your workload using advanced CX management tools ensuring a smooth workflow and timely resolution of customer support tickets.
- Solid communication skills to handle complicated customer issues and emotions dealing with any criticism professionally.
- Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time.
- Strong collaboration skills to work effectively across teams fostering positive team dynamics and contributing to goals.
- Critical thinking and creative problem solving when faced with challenging issues which require out-of-the-box troubleshooting.
- Autonomy and confidence to be self-driven and have the ability to handle pushback.
- Fluency in English with strong written and verbal communication skills being essential.
Join Our Innovative Journey:
At Deliverect were not just building a platform; were redefining how restaurants and retailers connect with their customers globally. Were looking for agile ambitious and resourceful team members who are excited to tackle complex challenges take calculated risks and contribute to innovative solutions that shape the future of commerce.
What Youll Gain by Joining Us:
Invest in Your Growth-We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.
Solve Meaningful Challenges-Contribute to tackling some of the most significant challenges in the global tech industry directly impacting the way businesses operate worldwide.
Drive Innovation- Immerse yourself in a culture where innovation isnt just a buzzword our weekly releases and new features ensure youre always working on cutting-edge solutions.
Collaborate with a Global Team-Be part of a diverse international team that values transparency visibility and a multitude of perspectives.
Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry where your contributions have significant impact.
Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market ensuring youre supported with what matters mostright where you are.
Our Commitment to Inclusion:
We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.
Important Information:
1. Fluency in English is required with strong written and verbal communication skills being essential.
2. Applicants must possess the legal right to work in the country where the role is based as we are currently unable to provide financial assistance for relocation or travel.
3. Please note that certain roles may require a background check as a condition of employment and you will be informed of this during the initial screening process.
If you require any accommodations or support during the recruitment process due to a disability please do not hesitate to contact us at
Ready to shape the future of commerce with us Explore our opportunities and apply today!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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