Client Support Specialist, B2B

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

📋 Description

• Oversee a large volume of customer inquiries through email, live chat, and ticket management systems.

• Address customer requests while consistently adhering to SLA and quality standards.

• Precisely document customer interactions and maintain comprehensive ticket records.

• Assess and prioritize customer requests based on urgency and their impact on the business.

• Take ownership of customer cases from the initial point of contact to final resolution, keeping clients updated throughout.

• Handle order updates, modifications, replacements, credits, refunds, and changes to accounts.

• Investigate issues related to deliveries, missing items, incorrect orders, and operational discrepancies.

• Ensure customer account information and delivery preferences are accurately maintained.

• Assist in onboarding processes and account setup for new business clients.

• Guarantee operational accuracy for all customer requests.

• Provide professional, empathetic, and solution-focused support via email and chat.

• Respond to inquiries concerning orders, billing, deliveries, subscriptions, products, and account management.

• Leverage SOPs, internal documentation, and knowledge base resources to deliver consistent support.

• Maintain exceptional written communication while juggling multiple customer interactions.

• Collaborate closely with Operations, Logistics, Fulfillment, Customer Experience, and other internal teams.

• Escalate complex customer issues with thorough documentation and clear business context.

• Follow up on escalated cases until a successful resolution is achieved.

• Proactively communicate operational risks.

• Identify recurring customer issues and operational patterns.

• Suggest enhancements to workflows, documentation, and the overall customer experience.

• Assist in process optimization initiatives.

• Help maintain internal documentation and knowledge base articles.

⛳️ Requirements

• A minimum of 3 years of experience in Client Support, Customer Support, Customer Success, Customer Experience, Account Support, or similar roles that involve direct customer interaction.

• Proven experience managing high-volume customer interactions via email, live chat, and ticket management systems.

• Familiarity with CRM platforms such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, or comparable systems.

• Experience with ticket management/customer support platforms like Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar tools.

• Excellent written and verbal communication skills in English.

• Outstanding written communication and professionalism when interacting with customers.

• Exceptional attention to detail.

• Strong organizational and multitasking abilities.

• Capability to work independently in a remote setting.

• Strong problem-solving skills and a mindset focused on customer ownership.

• Highly Preferred (PLUS) - Experience in supporting B2B or Enterprise clients.

• Experience in the Hospitality, Healthcare, Education, Food, Logistics, Fulfillment, Subscription, or E-commerce sectors.

• Background in Order Management or Account Management.

• Experience collaborating with Operations, Logistics, Product, or Supply Chain teams.

• Experience in supporting customer onboarding or managing complex customer accounts.

🏝️ Benefits

• Health insurance

• Remote work flexibility

• Professional development opportunities