CUSTOMER SUPPORT REPRESENTATIVE (B2B - Mexico)

Job description

CUSTOMER SUPPORT REPRESENTATIVE (B2B - MEXICO) Full-time (40 hrs/week) | Remote | Mexico Join The Global Talent Co.’s Talent Network: https://www.globaltalent.co/network THE ROLE Join a fast-growing North American company delivering ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities. We’re looking for a Customer Support Representative who enjoys helping business clients, resolving operational issues, and taking ownership of customer requests from initial contact through final resolution. This is not a traditional call center role. A single issue may affect hundreds of meals, multiple stakeholders, and important service commitments. You’ll manage customer communications, support tickets, order-related requests, and account updates while working closely with Operations, Logistics, Fulfillment, and Customer Experience teams. Success in this role requires excellent written communication, strong attention to detail, confidence using CRM and ticket management platforms, and the ability to remain organized in a fast-paced environment. POSITION Customer Support Representative (Full-Time) We’re seeking a highly organized and customer-focused professional to support business clients through ticket management, order support, customer communication, account maintenance, and operational issue resolution. The ideal candidate has hands-on customer support experience, communicates professionally in English, and takes full responsibility for customer cases until they are resolved. RESPONSIBILITIES CUSTOMER SUPPORT & TICKET MANAGEMENT - Manage high-volume customer inquiries across email, live chat, and ticket management platforms. - Respond to customer requests professionally, accurately, and within established SLA targets. - Maintain complete and detailed ticket documentation. - Prioritize cases based on urgency, operational impact, and service commitments. - Follow customer cases from initial contact through final resolution. - Keep clients informed throughout the resolution process. - Manage multiple customer conversations while maintaining accuracy and service quality. ORDER SUPPORT & PROCESSING - Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes. - Investigate missing, damaged, incorrect, or delayed deliveries. - Monitor active orders and proactively communicate updates to customers. - Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams. - Maintain accurate delivery information, customer records, and account preferences. - Support new-client account setup and verification. CLIENT COMMUNICATION - Respond to inquiries related to orders, billing, deliveries, products, subscriptions, and account management. - Deliver empathetic, professional, and solution-oriented written communication. - Use approved SOPs, macros, templates, and knowledge base resources. - Provide proactive updates during delays, service interruptions, and operational incidents. - Communicate clearly with business clients and internal stakeholders. ESCALATION MANAGEMENT & COLLABORATION - Gather complete order, shipment, account, and customer information before escalating cases. - Clearly document the issue, actions already taken, and relevant business impact. - Partner with Operations, Logistics, Fulfillment, and Customer Experience teams. - Follow up on escalated cases until resolution. - Proactively flag recurring operational risks and service failures. PROCESS IMPROVEMENT - Identify recurring customer issues, ticket trends, and process gaps. - Recommend improvements to workflows, documentation, and customer communications. - Support the testing and refinement of new tools and operational processes. - Contribute to internal knowledge base articles, SOPs, and support resources. REQUIREMENTS REQUIRED - 3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or a similar customer-facing role. - Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms. - Experience using CRM platforms such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, Odoo, or similar. - Experience using ticket management or customer support platforms such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar. - Strong written and verbal English communication skills. - Live chat support experience. - Strong attention to detail and accuracy. - Excellent organization and time-management skills. - Ability to prioritize multiple requests in a fast-paced environment. - Strong problem-solving and critical-thinking abilities. - A strong sense of ownership and accountability. - Ability to work independently in a fully remote environment. - Comfortable communicating with customers through email, chat, phone, and other digital channels. - Proficiency with Google Workspace, Slack, Microsoft Office, and common business communication tools. HIGHLY PREFERRED (PLUS) - Experience supporting B2B or Enterprise clients. - Experience in Hospitality, Healthcare, Education, Institutional Services, Food, Logistics, Fulfillment, Subscription, or E-commerce. - Experience with Order Management or Account Management. - Experience supporting clients in the United States or other international markets. - Experience coordinating with Operations, Logistics, Product, Supply Chain, or Fulfillment teams. - Experience supporting customer onboarding or managing complex customer accounts. - Familiarity with Shopify or other order management and e-commerce platforms. ABOUT US You’ll be joining a fast-growing North American company that provides ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities. Customer Experience plays a critical role in the business by connecting clients with internal operational teams and ensuring that orders, accounts, and service issues are managed accurately and efficiently. This role is ideal for someone who enjoys helping customers, solving operational problems, and working in a collaborative remote environment where attention to detail and ownership make a measurable difference.