Client Support Specialist

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Execute order entry, modifications, and account updates through Shopify and internal platforms.

• Accurately handle remakes, replacements, and credit requests while adhering to established service level agreements (SLAs).

• Investigate issues related to missing, damaged, incorrect, or delayed deliveries and facilitate appropriate resolutions.

• Monitor current orders and proactively update customers regarding their status.

• Collaborate with Logistics, Fulfillment, and Operations teams to address order-related challenges.

• Manage incoming support tickets, emails, and live chat inquiries with professionalism and efficiency.

• Prioritize customer concerns based on their business significance, urgency, and service level commitments.

• Ensure accurate ticket documentation and complete resolution of customer inquiries.

• Adhere to established SLAs for first response time, resolution time, and ticket quality.

• Skillfully manage competing priorities while maintaining high levels of accuracy.

• Assist in onboarding activities for new client accounts, including setup and verification.

• Keep precise records of customer information, contact details, delivery specifics, and account preferences.

• Develop a thorough understanding of assigned customer accounts and their operational needs.

• Support day-to-day communication and account management for clients.

• Collect comprehensive order, shipment, and account details prior to escalating issues.

• Document issues clearly and provide detailed context for internal stakeholders.

• Follow up on escalated cases to ensure prompt resolution and customer communication.

• Appropriately escalate operational risks and service failures.

• Address inquiries related to orders, billing, deliveries, products, and account management.

• Deliver professional, empathetic, and solution-focused written communication.

• Utilize approved standard operating procedures (SOPs), templates, macros, and knowledge base resources.

• Provide proactive updates during service disruptions, delays, and operational incidents.

• Leverage internal documentation and knowledge base resources to resolve customer inquiries.

• Identify recurring customer issues, operational trends, and gaps in processes.

• Suggest improvements to processes and internal documentation.

• Participate in the testing and refinement of new workflows, tools, and operational processes.

⛳️ Requirements

• Over 3 years of experience in Customer Support, Client Services, Customer Success, Account Support, or similar customer-facing roles.

• Proven experience managing high-volume support inboxes while maintaining acute attention to detail.

• Experience in live chat support is mandatory.

• Strong written and verbal communication skills in English.

• Previous experience supporting business clients or managing complex customer accounts is preferred.

• Familiarity with HubSpot or similar CRM platforms is strongly preferred.

• Experience with Shopify or similar order management systems is advantageous.

• Proficiency in Google Workspace, Slack, Microsoft Office, and business communication tools.

• Exceptional attention to detail and accuracy is essential.

• Strong sense of ownership and accountability.

• Excellent organizational and time management capabilities.

• Ability to manage multiple requests in a fast-paced environment.

• Strong problem-solving and critical-thinking skills.

• Comfortable working independently in a remote setting.

• Ability to foster strong relationships with business customers.

• Proactive mindset with the ability to identify issues before they escalate.

🏝️ Benefits

• Health insurance

• Flexible work arrangements