Remote 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

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.