Frontline Support Specialist
Deliverect
Customer Service
Mexico City, Mexico
Posted on Jan 14, 2025
Deliverect
As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.
Department Focus
At Deliverect, our Customer Experience team is the vital force propelling our customers towards unparalleled success. Envision us as the beating heart, offering tailored guidance and around-the-clock support to businesses of all sizes, ensuring they can fully harness the potential of our suite of products and thrive in their endeavours. With a customer-centric mindset deeply rooted in industry expertise, our global team passionately advocates for the needs and desires of our users.
We're not just a team; we're facilitators of continuous improvement, scaling successful business outcomes worldwide. Our diverse team proudly upholds the customer-focused values that define Deliverect. Our unwavering commitment to tailored support ensures that businesses have the assistance they need precisely when they need it.
As the central point of feedback, we continuously demonstrate our department's unyielding dedication to enabling customer success. We seamlessly combine a personalised touch with our industry-leading technology, creating a harmonious blend that sets us apart. Our goal? To be the driving force behind our customers' triumphs, proving that exceptional customer experience is not just a service but a fundamental part of the Deliverect journey.
Your Impact
As a Frontline Support Specialist at Deliverect, you will play a crucial role in delivering exceptional customer experiences and ensuring the seamless operation of our services. Acting as the first point of contact for the majority of our customers, you will be responsible for efficiently resolving technical issues and addressing customer needs with precision and care. Your contributions will directly reflect our commitment to being Customer Champions by building trust, ensuring satisfaction, and maintaining service excellence.
In this dynamic role, you will work within the only team at Deliverect providing full 24/7, 365-day coverage. Your ability to coordinate across teams and manage escalations effectively will reinforce our values
A Typical Day
- Prioritize and organize your workload efficiently using advanced project management tools, ensuring a smooth workflow and timely resolution of customer support tickets.
- Actively engage in customer callback for ticket resolution queries, ensuring thorough follow-ups and strengthening customer trust and satisfaction.
- Foster a transparent and collaborative work environment through regular updates and clear communication with team members and stakeholders across Deliverect.
- Actively participate in cross-functional meetings, collaborating with other teams to enhance collective success and drive innovation within Deliverect.
- Embrace critical thinking to proactively identify and address potential challenges, maintaining agility and foresight in your daily operations.
- Thrive in a dynamic environment by continuously adapting to evolving technologies and pursuing opportunities for professional growth and development.
Your Expertise
- 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.
Additional Information
- This is a full-time, hybrid role with a flexible work schedule, offering 4 days in our Mexico City office and 1 day of remote work. Fluency in English is required, with strong written and verbal communication skills being essential.
- 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 - 9.00 pm on a regular basis Monday - Friday, and weekends on a rotating schedule, holidays depending on business needs.
- In addition to the specific requirements outlined, candidates should thrive in a fast-paced, competitive environment, demonstrate high motivation, independence, and teamwork, and be committed to achieving common goals within the organization
Join Deliverect: Where You Shape Tomorrow's Success
At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fuelled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.
What We Bring to the Table:
Unicorn Status: Join a fast-growing SaaS unicorn at the forefront of the order management industry.
Learning Opportunities: We invest in your growth with a dedicated learning budget and clear learning pathways.
Inclusive Policies: Our paternity/maternity policies, enhanced vacation entitlement, and working arrangements reflect our commitment to your success.
Diverse Team: Become part of an international team that values diversity, fostering a culture of transparency and visibility.
A Peek into Life at Deliverect:
Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated.
Innovation Hub: Immerse yourself in a culture of constant innovation, where weekly releases and new features keep our products at the forefront.
Big Challenges, Bigger Solutions: Be part of a mission to solve some of the global tech industry's most significant challenges.
Equal Opportunities at Deliverect:
We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.
Rights to Work:
While we welcome diverse backgrounds, it's crucial to note that applicants must have the legal right to work in the country of the role. Though we value contributions from various backgrounds, we currently can't offer financial support for relocation or travel assistance.
Supporting Your Journey:
If you need assistance or support during our recruitment process or require accommodations due to a disability, reach out to us at talent@deliverect.com. Join Deliverect, a workplace where culture meets career advancement.