The Role
Serve as first point of contact for customers across chat, email, and phone; troubleshoot technical and administrative issues, escalate to SMEs, collaborate with cross-functional teams, manage urgent off-hour incidents, follow processes, and ensure timely ticket resolution and excellent customer experience.
Summary Generated by Built In
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.**
**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 [email protected].
Ready to shape the future of commerce with us? Explore our opportunities and apply today!
Skills Required
- Fluency in English with strong written and verbal communication skills
- Legal right to work in the country where the role is based
- Willingness to work beyond standard business hours, including weekends and holidays on a rotating schedule
- Ability to attend full-time in-office onboarding for first 3 months and then hybrid (3 days in Mexico office / 2 days remote)
- Strong ownership and follow-up skills to ensure timely ticket resolution
- Excellent organization and workload management using CX management tools
- Solid communication and customer-handling skills, including de-escalation
- Adaptability to support customers across multiple channels (chat, email, phone)
- Collaboration skills to work cross-functionally with Product, Finance, Account Management and others
- Critical thinking and creative problem-solving for complex issues
- Autonomy and confidence to work self-driven and handle pushback
- May be subject to background check as condition of employment
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The Company
What We Do
Deliverect is a fast-growing SAAS scale-up that connects third-party delivery platforms and food businesses around the globe. We’re neither a delivery provider, nor a POS system - we bridge the gap between them. In order to help businesses manage their food delivery and takeout operations more efficiently, we integrate their food ordering channels in their existing POS. Deliverect integrates third-party food ordering platforms into the restaurant’s point-of-sale system, making rekeying orders and the costly errors that come with it a thing of the past. With all online orders centrally managed, businesses can increase operational efficiency, which will ramp up customer satisfaction, as well. Incidentally, Deliverect’s mission is to be the connection between food businesses and their customers in order to strengthen their relationship. The company’s software saves its customers time and money, so they can focus on doing the things they love and are passionate about.
