Client Support Specialist (Ecommerce)

TL;DR

Client Support Specialist (Ecommerce): Managing client inquiries and order processing for a ready-to-heat meal solution provider with an accent on operational excellence and B2B account management. Focus on resolving high-impact service issues, coordinating with logistics, and maintaining high SLA standards for ticket resolution.

Location: Remote (Must be based in Argentina, Brazil, Chile, Colombia, Mexico, or Venezuela)

Company

The company provides ready-to-heat meal solutions for organizations across corporate offices, healthcare facilities, schools, and residential communities.

What you will do

• Handle order entry, modifications, and account updates using Shopify and internal systems.
• Manage inbound support tickets, emails, and live chat while meeting strict response and resolution SLAs.
• Investigate and resolve delivery issues (missing, damaged, or delayed) in coordination with Logistics and Operations teams.
• Support onboarding for new business clients and maintain accurate customer records and preferences.
• Document and escalate operational risks and service failures to ensure timely resolution.
• Identify recurring customer issues and process gaps to recommend improvements for internal workflows.

Requirements

• 3+ years of experience in Customer Support, Client Services, or Account Support.
• Experience with live chat support is required.
• Strong written and verbal English communication skills.
• Experience managing high-volume support inboxes with exceptional attention to detail.
• Proficiency with Google Workspace, Slack, and Microsoft Office.
• Must be based in Latin America (Argentina, Brazil, Chile, Colombia, Mexico, or Venezuela).

Nice to have

• Experience supporting B2B, Enterprise, Hospitality, Healthcare, or Education clients.
• Experience in Food, Logistics, Fulfillment, or Subscription industries.
• Proficiency with HubSpot, Shopify, Zendesk, or Gorgias.
• Experience managing a portfolio of customer accounts.

Culture & Benefits

• Full-time remote work arrangement (40 hours per week).
• Opportunity to work in a fast-growing environment.
• Collaborative culture acting as the critical bridge between clients and internal operational teams.