Customer Support Representative, B2B

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

📋 Description

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

• Address customer requests in a professional, precise manner while adhering to established SLA targets.

• Ensure all ticket documentation is thorough and accurate.

• Assess cases based on urgency, operational significance, and service commitments.

• Track customer cases from the initial inquiry to final resolution.

• Keep clients updated throughout the resolution journey.

• Handle multiple customer conversations while ensuring accuracy and quality of service.

• Manage order entries, updates, modifications, cancellations, replacements, credits, refunds, and changes to accounts.

• Investigate issues related to missing, damaged, incorrect, or delayed deliveries.

• Monitor ongoing orders and proactively communicate updates to customers.

• Collaborate with Logistics, Fulfillment, and Operations teams to coordinate suitable resolutions.

• Maintain precise delivery details, customer records, and account preferences.

• Assist in the setup and verification of new client accounts.

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

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

• Utilize approved SOPs, macros, templates, and knowledge base resources effectively.

• Offer proactive updates during delays, service interruptions, and operational issues.

• Communicate effectively with business clients and internal stakeholders.

• Collect comprehensive order, shipment, account, and customer information prior to escalating cases.

• Accurately document the issue, actions taken, and any relevant business impact.

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

• Follow up on escalated cases until they are resolved.

• Identify and flag recurring operational risks and service failures proactively.

• Recognize recurring customer issues, ticket trends, and process deficiencies.

• Suggest enhancements to workflows, documentation, and customer communications.

• Assist in testing and refining new tools and operational procedures.

• Contribute to the development of internal knowledge base articles, SOPs, and support resources.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or a similar customer-facing position.

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

• Familiarity with CRM platforms such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, Odoo, or similar.

• Proficient in using ticket management or customer support systems like Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar.

• Excellent written and verbal communication skills in English.

• Experience in live chat support.

• Exceptional attention to detail and accuracy.

• Strong organizational and time-management abilities.

• Capacity to prioritize multiple requests in a fast-paced environment.

• Strong problem-solving and critical-thinking skills.

• A solid sense of ownership and accountability.

• Ability to work independently in a fully remote setting.

• Comfortable communicating with customers through email, chat, phone, and other digital channels.

• Proficient with Google Workspace, Slack, Microsoft Office, and common business communication tools.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements