Customer Support Specialist, B2B

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

📋 Description

• Execute order entry, modifications, and account updates utilizing Shopify along with internal systems.

• Accurately process remakes, replacements, and credit requests while adhering to established SLAs.

• Investigate issues related to missing, damaged, incorrect, or delayed deliveries and coordinate suitable resolutions.

• Monitor ongoing orders and proactively keep customers informed of updates.

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

• Handle inbound support tickets, emails, and live chat queries efficiently and professionally.

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

• Ensure accurate ticket documentation and that customer inquiries are fully resolved.

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

• Effectively juggle multiple priorities while ensuring exceptional accuracy.

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

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

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

• Support daily client communication and account management tasks.

• Collect complete order, shipment, and account details before escalating issues.

• Clearly document issues and provide comprehensive context for internal stakeholders.

• Follow up on escalated cases to guarantee timely resolution and customer engagement.

• Appropriately escalate operational risks and service failures.

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

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

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

• Maintain proactive communication during service interruptions, delays, and operational incidents.

• Use internal documentation and knowledge base resources to address customer inquiries.

• Identify recurring customer issues, operational trends, and process deficiencies.

• Propose enhancements to processes and internal documentation.

• Engage in testing and refining new workflows, tools, and operational processes.

⛳️ Requirements

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

• Proven experience managing high-volume support inboxes while maintaining a keen eye for detail.

• Required experience in live chat support.

• Strong written and verbal communication skills in English.

• Preferred experience supporting business clients or complex customer accounts.

• Strongly preferred experience with HubSpot or similar CRM platforms.

• Preferred familiarity with Shopify or similar order management systems.

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

• Exceptional attention to detail and accuracy.

• Strong sense of ownership and accountability.

• Excellent organizational and time management abilities.

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

• Strong problem-solving and critical-thinking skills.

• Comfortable working independently in a remote setting.

• Ability to cultivate strong relationships with business customers.

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

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development