Frontline Support Specialist
Deliverect
Customer Service
Mexico City, Mexico
Posted on Mar 10, 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
The Customer Experience Department has high ambitions to run initiatives which impact our customers positively. The Frontline Support Specialist is the first point of contact for the majority of our customers, responsible for solving any technical issues efficiently and and accurately. This role lies in the only team in Deliverect with a full 24/7 coverage, 365 days a year. This involves timely interaction with other teams, escalations to subject matter experts and dealing with external partners.
A Typical Day
- Take proactive measures for effective troubleshooting and ticket resolution skills, ensuring thorough follow-ups and strengthening customer trust and satisfaction.
- Frequent interaction with other team members, CX Team Leads and Managers, members of Growth, Implementation & Consultation, Finance, Developers and Partnerships teams.
- Extensive responsibilities during off hours and weekends to ensure any urgent customer issues and escalations from other teams are timely and accurately handled
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.
- 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.