The Role
Provide first-line, multilingual customer support for SMB SaaS accounts: triage and resolve technical and administrative issues, manage tickets, coordinate escalations, gather information for commercial requests, and streamline inter-team communication to improve CSAT, NPS, and resolution times.
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:
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.
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 Casablanca office and 2 days from the comfort of your home.**
What you will do:
- Prioritize, organize, and manage your workload to ensure timely resolution of customer support tickets, using advanced CX management tools (approx. 40%).
- Act as the primary point of contact for customers, efficiently resolving technical and administrative issues and addressing customer needs with precision and care (approx. 25%).
- Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts (approx. 15%).
- Conduct initial investigations and gather information for commercial and retention-focused requests for SMB accounts, and assist with commercial gesture requests (approx. 10%).
- Coordinate with internal teams and external partners, managing escalations to subject matter experts or the Investigation Team when issues require deeper technical analysis or fall outside direct ownership (approx. 10%).
What you will Bring:
- Fluency in Arabic and English is essential, with strong written and verbal communication skills; fluency in French would be a significant advantage.
- At least 2 years of relevant experience in a customer support, IT Helpdesk or solutions consulting role, preferably within the SaaS industry, or equivalent work experience.
- Strong ownership skills to ensure high-quality and timely ticket follow-up and resolution.
- Excellent structure and organization abilities to efficiently handle your workload 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 Arabic and English (written and verbal)
- At least 2 years relevant experience in customer support, IT Helpdesk, or solutions consulting (SaaS preferred)
- Strong ownership and timely ticket follow-up and resolution
- Excellent organization and workload management using CX management tools
- Ability to independently troubleshoot common technical and administrative issues for SMB accounts
- Solid communication skills to handle complex customer issues and emotions professionally
- Adaptability to support customers across any communication channel
- Strong collaboration skills to coordinate with internal teams and partners
- Critical thinking and creative problem-solving for out-of-the-box troubleshooting
- Autonomy, confidence, and ability to handle pushback
- Legal right to work in the country where the role is based
- Fluency in French
- Willingness to work beyond standard business hours, including rotating weekends and holidays
- Full-time in-office attendance for first 3 months (Casablanca), then hybrid (3 days office / 2 days home)
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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.
