Frontline Support Specialist
Deliverect
Customer Service
Madrid, Spain
Posted on Sep 19, 2025
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:
As a Frontline Support Specialist, you are crucial to delivering exceptional customer experiences and ensuring seamless service operations. You will be the primary point of contact for most customers, efficiently resolving technical issues and addressing needs with precision. Your work directly enhances customer satisfaction, prevents churn, and contributes to continued subscription and potential expansion, impacting customer retention and lifetime value. By ensuring businesses maximize product potential and maintain seamless experiences, you will drive higher customer satisfaction scores (CSAT), Net Promoter Scores (NPS), and faster resolution times. You will also streamline internal processes through timely inter-team communication and effective initial troubleshooting, leading to improved efficiency across the organization.
Working 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 is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Madrid office and 2 days from the comfort of your home.
What you will do:
- Troubleshoot and Resolve Customer Issues (approx. 60%): Serve as the first point of contact for customers, handling technical issues efficiently and accurately via email, chat, and phone calls.
- Collaborate Cross-Functionally (approx. 25%): Work closely with internal teams such as Growth, Implementation, Engineering, and Finance to ensure timely resolution of complex issues and escalations, serving as a key communication link between departments.
- Foster Customer Trust and Satisfaction (approx. 25%): Proactively follow up with customers to ensure their issues are fully resolved, strengthening trust and ensuring high-quality, timely support.
- Contribute to Process Improvement (approx. 5%): Look into logs and use technical tools like JSON to identify the root cause of issues, and proactively suggest improvements to support workflows to enhance the overall customer experience.
- Handle urgent customer issues and escalations to ensure timely and efficient coverage for our customers.
What you will Bring:
- 1+ years of experience in technical support, customer support, or a similar role, preferably within a SaaS environment.
- Excellent written and verbal English, with great communication skills and the ability to handle complicated customer issues professionally and empathetically. Additional languages are a plus.
- Strong critical thinking and creative problem-solving skills, with the ability to troubleshoot challenging issues and find solutions.
- A strong sense of ownership to ensure tickets are followed up on and resolved, with the confidence to be self-driven and manage workload efficiently.
- Strong collaboration skills to work effectively across teams and contribute to shared goals.
- Ability to work with technical tools and concepts, with an understanding of when to escalate complex issues to engineering or product teams.
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.
If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at talent@deliverect.com.
Ready to shape the future of commerce with us? Explore our opportunities and apply today!