Frontline Support Specialist

Deliverect; Ciudad de México; Hybrid; MXN 257,000 - 391,000; Full time

Benefits offered by this job

Learning budget

Global team collaboration

Unicorn company environment

Job summary

Deliverect is seeking a Frontline Support Specialist based in Mexico. The role is remote-first with transitioning to a hybrid schedule after onboarding, requiring 3 days in the Mexico office and 2 days from home.

You will resolve technical and administrative issues, collaborating with multiple teams to ensure exceptional customer outcomes. Fluency in English is essential, and you will work a rotating schedule including weekends and holidays.

Qualifications

• Fluency in English with strong written and verbal communication
• Experience handling support tickets via chat, email or phone
• Ability to coordinate with cross-functional teams
• Comfort with rotating schedules including weekends/holidays
• Willingness to work in-office full-time for 3 months, then hybrid
• Strong ownership and problem-solving mindset

Responsibilities

• Handle incoming support requests across channels with effective troubleshooting and timely follow-ups
• Collaborate with CX Team Leads, Account Management, Delivery, Finance, Developers and Partnerships to resolve issues
• Provide on-call coverage during off hours and weekends as needed
• Communicate clearly to ensure customer trust and satisfaction across global clients
• Own escalations and guide rapid resolution through established processes

Skills

Ticket management

Remote collaboration

Customer empathy

Multi-channel support

Communication

Time management

Problem solving

Tools

CX management tools

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:

The Frontline Support Specialist is the first point of contact for the majority of our customers, responsible for solving any technical or administrative issues efficiently and and accurately. This involves timely interaction with other teams, escalations to subject matter experts and dealing with external partners. This role is a full-time role offered fully remotely from the comfort of your home

Work Arrangement:

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 - 10:00 pm on a regular basis Monday - Friday, and weekends on a rotating schedule, holidays depending on business needs.

This position requires full-time in-office attendance for the first 3 months of employment to support onboarding and team integration. Following this initial period, the role transitions to a hybrid schedule, offering 3 days in our Mexico office and 2 days from the comfort of your home.

What you will do

• Handle incoming support requests for effective troubleshooting and ticket resolution, ensuring thorough follow-ups and strengthening customer trust and satisfaction, on chat, email, phone or any other support channel offered to our customers
• Interact frequently with other team members, CX Team Leads and Managers, members of Account Management, Customer Delivery, Finance, Developers and Partnerships teams to address any customer issues
• Ensure maximum attentiveness is given during off hours and weekends to address any urgent customer issues and escalations from other teams timely and accurately
• Contribute to a stellar customer experience through professional communication and efficient handling for all types of customers and partners, making sure their operations are supported for continuous optimization
• Take ownership of customer escalations and provide clear guidance to what is required for rapid resolution
• Follow clear processes and procedures for the most professional and streamlined customer service

What you will bring

• Strong ownership skills to ensure ticket follow-up and resolution is provided with high quality and in a timely manner
• Excellent structure and organization abilities to handle your workload efficiently 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

Join Our Innovative Journey:

At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're 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 You'll 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 isn't just a buzzword – our weekly releases and new features ensure you're 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 you’re supported with what matters most—right 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.

4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review.

If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at [e-mail].