CUSTOMER SUPPORT SPECIALIST (B2B Clients | Remote - Colombia)

Job description

CUSTOMER SUPPORT SPECIALIST (B2B CLIENTS | REMOTE - COLOMBIA) Full-time (40 hrs/week) | Remote | Colombia Join The Global Talent Co.'s Talent Network: https://www.globaltalent.co/network THE ROLE Join a fast-growing North American company transforming the way organizations provide ready-to-heat meal solutions across corporate offices, healthcare facilities, schools, and residential communities. We're looking for a Customer Support Specialist who enjoys solving problems, supporting business clients, and taking ownership of customer issues from start to finish. This is not a traditional customer support role. Every interaction has a direct operational impact—one issue may affect hundreds of meals, multiple stakeholders, and important service commitments. Success in this role requires outstanding attention to detail, excellent written communication, strong organizational skills, and the ability to manage customer requests through CRM and ticket management platforms while collaborating closely with internal teams. If you enjoy fast-paced environments, love helping customers, and take pride in delivering exceptional service, we'd love to hear from you. POSITION: CUSTOMER SUPPORT SPECIALIST (FULL-TIME) We're looking for a highly organized and customer-focused professional to support business clients through customer communication, ticket management, order support, account maintenance, and operational issue resolution. The ideal candidate enjoys solving complex customer issues, managing multiple priorities, and ensuring every customer interaction ends with a positive outcome. RESPONSIBILITIES CUSTOMER SUPPORT & TICKET MANAGEMENT - Manage high-volume customer inquiries across email, live chat, and ticket management platforms. - Resolve customer requests while meeting established SLA and quality standards. - Accurately document customer interactions and maintain complete ticket records. - Prioritize requests based on urgency, business impact, and operational requirements. - Follow customer cases through to resolution while keeping clients informed every step of the way. ORDER SUPPORT & ACCOUNT MANAGEMENT - Process order updates, modifications, replacements, credits, and account changes. - Investigate missing, delayed, damaged, or incorrect deliveries and coordinate appropriate resolutions. - Monitor active orders and proactively communicate updates to customers. - Maintain accurate customer accounts, delivery information, and account preferences. - Support onboarding activities and account setup for new business clients. CLIENT COMMUNICATION - Deliver professional, empathetic, and solution-oriented support through written communication. - Respond to inquiries related to orders, billing, deliveries, products, subscriptions, and account management. - Utilize SOPs, knowledge base articles, templates, and internal documentation to ensure consistent customer experiences. - Maintain exceptional written communication while managing multiple conversations simultaneously. CROSS-FUNCTIONAL COLLABORATION - Partner closely with Operations, Logistics, Fulfillment, and Customer Experience teams. - Escalate complex issues with complete documentation and relevant context. - Follow up on escalated cases to ensure timely resolution. - Communicate operational risks and service failures proactively. PROCESS IMPROVEMENT - Identify recurring customer issues and operational trends. - Recommend improvements to internal workflows and customer experience processes. - Support testing of new workflows, tools, and documentation. - Contribute to maintaining accurate internal knowledge base resources. REQUIREMENTS REQUIRED - 3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or similar customer-facing roles. - 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, or similar). - Experience using ticket management/customer support platforms (such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar). - Strong written and verbal English communication skills. - Exceptional written communication and customer-facing professionalism. - Excellent attention to detail and organizational skills. - Ability to manage multiple priorities in a fast-paced environment. - Strong problem-solving and critical-thinking skills. - Comfortable working independently in a fully remote environment. - Strong sense of ownership and accountability. HIGHLY PREFERRED (PLUS) - Experience supporting B2B or Enterprise clients. - Experience within Hospitality, Healthcare, Education, Food, Logistics, Fulfillment, Subscription, or E-commerce industries. - Experience with Order Management or Account Management. - Experience collaborating closely with Operations, Logistics, Product, or Supply Chain teams. - Experience managing customer onboarding or complex customer accounts. 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 is at the heart of the business. Every interaction directly impacts operational success and customer satisfaction, making this role an essential part of the company's continued growth. If you're passionate about helping customers, solving complex problems, and delivering exceptional service in a collaborative and fast-paced environment, we'd love to hear from you.