Frontline Support Specialist

Mexico City, Mexico
Customer Experience – Support T1 /
Part-time /
Hybrid
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.

Omnichannel Innovation  
Our omnichannel solution serves as the driving force behind order management for fast-paced operations, providing seamless experiences for businesses and their customers. With real-time insights and analytics, our versatile and adaptable solution caters to businesses of all sizes in the hospitality and Q-commerce industry, spanning restaurants, delivery services, grocery stores, and more. With Deliverect, businesses don't just survive; they thrive in an ever-changing global landscape.

Unlocking Benefits  
Our meticulously crafted solutions provide a multitude of benefits:

Growing Sales: Acting as a catalyst, we propel businesses to expand their customer base, accelerating order processing and improving order delivery times.

Optimised Operations: As specialists in fine-tuning business operations, we elevate overall efficiency while concurrently reducing operational costs.

Elevated Customer Satisfaction: Deliverect supports businesses in offering customers faster delivery times and a seamless ordering experience, ensuring unparalleled customer satisfaction.

Dynamic Team and Values  
Embarking on our global expansion journey across strategic hubs in Europe, North America, South America, Oceania, Asia, and the Middle East, Deliverect is fuelled by ambition and mutual respect. Our tight-knit team thrives on continuous enhancements and personal growth.
Guided by unwavering values of ownership, collaboration, and learning, we provide individuals with an environment to conquer challenges and build determination. Our culture is deeply rooted in our growth story, originating from our Belgian startup roots. From our humble beginnings, we defied all odds in unity, transforming into a global force in the tech industry. We leave a positive impact on our customers and the individuals we serve, creating a lasting legacy in our collective journey.

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

At the heart of the order management revolution, you'll be central in guiding businesses to digital success. As a Deliverect Frontline Support Specialist, your expertise ensures seamless software integration for each unique customer. You'll be the champion for smooth connections with their point-of-sale systems, eliminating technical roadblocks. Empowering users of our solution is your mission.

Through a blend of reactive and proactive support, you'll become the crucial link between Deliverect and our valued customers. Your role is not just to troubleshoot challenges but also to anticipate and prevent them, with an added responsibility of calling customers back for ticket resolution queries, follow-ups, and confirmation. This ensures that customer queries are followed up on and that their relationship with Deliverect is built on trust. We'll equip you with in-depth product knowledge, making you a technical expert.

Your exceptional communication bridges the gap between internal teams, external partners, and customers across various channels. Ultimately, your ability to collaborate effectively and explain solutions clearly will not only solve problems but also continuously improve Deliverect's customer experience.

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

    • At least 1 year of experience in technical support, customer service in the tech or SaaS industry, or a related field.
    • Exceptional verbal and written communication skills, allowing you to effectively interact with both technical and non-technical stakeholders.
    • A typing speed range of 50-70 words per minute (WPM), ensuring  clear communication with customers.
    • Demonstrated ability to work collaboratively within and across teams, fostering positive team dynamics and contributing to shared goals.
    • Strong analytical skills with a knack for identifying, analyzing, and efficiently resolving technical issues faced by our customers.
    • Adaptability and a commitment to continuous professional development are essential for success in this dynamic role.
    • Willingness to explore innovative solutions and take calculated risks to drive improvement and advancement in customer support processes.
    • A strong work ethic with a commitment to taking full ownership of tasks and projects while maintaining transparent communication with team members and customers.
    • A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. Certifications in technical support or customer service are a valuable asset.

Additional Information

    • This is a full-time, hybrid role with a flexible work.
    • Mexico City, Mexico, Candidates : schedule, offering 3 days in our Colonia Roma office and 2 days of remote work.  Fluency in English and Spanish 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.
    • 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.