Frontline Support Specialist
Deliverect
Customer Service
Madrid, Spain
Posted 6+ months ago
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.
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
As a Frontline Support Specialist at Deliverect, you'll be at the forefront of our customer support operations. You'll troubleshoot technical issues, primarily related to point-of-sale system integrations, and interact with customers via various channels. Beyond reactive support, you'll proactively address potential issues and collaborate with internal and external teams to deliver exceptional customer experiences. As part of our 24/7 support team, you'll work shifts to ensure uninterrupted support for our global customer base.
A Typical Day
- Prioritize and organize your workload efficiently using advanced project management tools to ensure 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 the 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 2 years of experience in technical support or customer service in the tech or SaaS industry.
- Exceptional verbal and written communication skills.
- A typing speed of 50-70 words per minute.
- Strong collaborative and analytical skills.
- Adaptability and a commitment to continuous learning and development.
- A willingness to innovate and take calculated risks.
- A strong work ethic and a commitment to ownership and transparency.
- Technical support or customer service certifications are a plus.
Additional Information
- Working Hours: Typically, work hours are between 7:00 AM and 9:00 PM, Monday through Friday. Weekend and holiday work is happening on a rotating schedule.
- Language Requirements: Fluency in English is mandatory. Proficiency in Arabic and/or French is a plus.
- Employment Type: This is a full-time, permanent position based in Madrid, Spain.
- Work Arrangement: We follow a hybrid work model, with 3 days of in-office work and 2 days of remote work per week.
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.