Customer Support Specialist (B2B)

About the Role

As a Customer Support Specialist, you will serve as the frontline of the customer experience team, ensuring that clients receive exceptional service and support. This role requires a unique blend of technical skills, including proficiency in HubSpot and Excel, and interpersonal skills, as you will be working closely with clients, logistics, fulfillment, and operations teams.

The Global Talent Co. operates in a dynamic and growing industry, with a presence in several countries, including Argentina, Brazil, Chile, Colombia, Kenya, Mexico, and Venezuela. This role offers the opportunity to work with a diverse range of clients and stakeholders, making it an exciting challenge for those who enjoy working in a global environment.

What You Will Do

• Manage client inquiries through various channels, including email, phone, and live chat, in a timely and professional manner.
• Process orders, modifications, and account updates using Shopify and internal systems, ensuring accuracy and adherence to established SLAs.
• Investigate and resolve operational issues, such as missing, damaged, or delayed deliveries, coordinating with logistics, fulfillment, and operations teams as necessary.
• Proactively communicate updates to customers, ensuring that they are informed about the status of their orders and any issues that may arise.
• Partner with internal teams to resolve order-related issues, prioritize customer issues based on business impact and urgency, and maintain accurate ticket documentation.
• Develop familiarity with assigned customer accounts, including their operational requirements and preferences, to provide personalized support.
• Support onboarding activities for new client accounts, including account setup and verification, and maintain accurate customer records.
• Identify recurring customer issues, operational trends, and process gaps, recommending improvements to processes and internal documentation.
• Participate in testing and refining new workflows, tools, and operational processes to continuously improve customer experience and operational efficiency.

What We Are Looking For

• 3+ years of experience in customer support, client services, customer success, or a similar customer-facing role, with a proven track record of delivering exceptional customer service.
• Experience managing high-volume support inboxes while maintaining exceptional attention to detail and meeting established SLAs.
• Strong written and verbal English communication skills, with the ability to respond to inquiries in a professional, empathetic, and solution-oriented manner.
• Proficiency in HubSpot and Excel, with the ability to learn and adapt to new tools and systems.
• Experience with live chat support, with strong typing skills and the ability to manage multiple conversations simultaneously.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple priorities while maintaining exceptional accuracy.
• Strong problem-solving skills, with the ability to investigate and resolve complex operational issues.
• High school diploma or equivalent required; degree in a related field preferred.

Nice to Have

• Experience working in the food service or hospitality industry, with knowledge of meal solutions and delivery operations.
• Familiarity with Shopify and other ecommerce platforms, with experience processing orders and managing customer accounts.
• Certification in customer support or a related field, such as HDI or ICMI, demonstrating a commitment to professional development and excellence in customer service.
• Bilingual or multilingual skills, with the ability to communicate with clients and stakeholders in multiple languages.

Benefits and Perks

• Competitive salary and benefits package, with opportunities for professional growth and development.
• Remote work arrangement, with the flexibility to work from anywhere and establish a schedule that meets your needs.
• Access to cutting-edge tools and technologies, including HubSpot and Excel, to support your work and professional development.
• Opportunities for career advancement, with a growing company that values innovation and customer satisfaction.
• Collaborative and dynamic work environment, with a team of professionals who are passionate about delivering exceptional customer experiences.

• Make sure to highlight your experience with HubSpot and Excel in your application, as these skills are essential for the role.
• Practice your live chat support skills, as this is a key component of the customer support specialist position.
• Be prepared to provide examples of times when you had to resolve complex operational issues, and how you handled them.
• Show a willingness to learn and adapt to new tools and systems, as the company is always looking for ways to improve its operations and customer experience.
• Consider creating a portfolio or examples of your previous work in customer support, to demonstrate your skills and experience to the hiring manager.
• Don't be afraid to ask questions during the interview process, such as what a typical day looks like in the role, or what the biggest challenges are that the team is currently facing.