Premium Support Specialist Mexico City

Mexico City - Mexico

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

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.

The Customer Experience Department:

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 Premium Support Specialist you will be responsible for technical support to our high-value customers handling complex troubleshooting together with other teams and partners. You will work in a team where close collaboration for swift resolution is key to ensure business continuity. During off hours and weekends you will have extensive responsibilities to make sure that urgent customer escalations are accurately handled.

This is a full-time hybrid role with a flexible work schedule offering up to 3 days in our office and up to 2 days from the comfort of your home.

What you will do:

Provide technical assistance to high-value accounts in support of their business needsthrough any communication channel available to the customer
Take proactive measures for effective troubleshooting and ticket resolution skillsensuring thorough follow-ups and strengthening customer trust and satisfaction
Ensure alignment and consistency in our customer support through frequent interactionwith other team members CX Team Leads and Managers members of other post-salesdepartments Finance Developers and Partnerships teams
Notify relevant internal stakeholders of any quality issues in flows processes anddocumentation for continuous improvement
Take ownership and responsibility for escalations from customers and other teams andintegration partners during off hours and weekends making sure severe cases arecorrectly handled or escalated further to management

What you will Bring:

Strong ownership skills to ensure ticket follow-up and resolution is provided with highquality and in a timely manner
Solid technical skills and the ability to think creatively around troubleshooting involvingpeers and other teams quickly to avoid any delays and making sure the right resourcesare applied.
Excellent structure and organization abilities to handle your workload efficiently usingadvanced CX management tools ensuring a smooth workflow and timely resolution ofcustomer support tickets
Polished communication skills to handle complicated customer issues and emotionsdealing with any criticism professionally. The role handles a lot of high-value Mid-Markedand Enterprise customers which means high expectations.
Adaptability to provide stellar customer experience on any communication channelselected by Deliverect at any time
Strong collaboration skills to work effectively across teams fostering positive teamdynamics and contributing to goals
Critical thinking and creative problem solving when faced with challenging issues whichrequire out-of-the-box troubleshooting.
Autonomy and confidence to be self-driven and have the ability to handle pushback

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 emailprotected.

Ready to shape the future of commerce with us Explore our opportunities and apply today!

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience: