Customer Support Representative

TL;DR

Customer Support Representative: Managing end-to-end client inquiries and operational issues for a meal solutions provider with an accent on B2B communication, order processing, and ticket resolution. Focus on maintaining high service standards, coordinating with logistics and fulfillment teams, and ensuring accurate account management in a fast-paced environment.

Location: Must be based in Mexico

Company

A fast-growing North American company providing ready-to-heat meal solutions to corporate, healthcare, and educational institutions.

What you will do

• Manage high-volume customer inquiries via email, live chat, and ticketing platforms.
• Process order entries, modifications, cancellations, and refunds while maintaining account accuracy.
• Investigate and resolve delivery issues by coordinating with logistics and operations teams.
• Prioritize cases based on operational impact and service commitments.
• Provide proactive updates to clients during service interruptions or operational incidents.
• Contribute to internal knowledge base articles and process improvements.

Requirements

• 3+ years of experience in customer support or client-facing roles.
• Experience supporting high-volume interactions via email, live chat, and ticketing systems.
• Proficiency with CRM platforms (e.g., HubSpot, Salesforce) and ticket management tools (e.g., Zendesk, Jira).
• Strong written and verbal English communication skills.
• Must be based in Mexico.
• Ability to work independently in a fully remote environment.

Nice to have

• Experience supporting B2B or enterprise clients.
• Background in hospitality, healthcare, food, or logistics industries.
• Familiarity with order management systems or e-commerce platforms like Shopify.
• Experience coordinating with supply chain or fulfillment teams.

Culture & Benefits

• Fully remote work environment.
• Opportunity to work with a fast-growing North American organization.
• Collaborative culture focused on ownership and operational excellence.
• Exposure to complex B2B account management and logistics processes.