The Global Talent Co
CUSTOMER SUPPORT REPRESENTATIVE (B2B - Mexico)
New
LATAMRemotecrmticket management
Customer Support Representative managing B2B customer communications, support tickets, and operational issue resolution for a meal solutions company.
About the company
- 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.
Responsibilities
- 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.
Nice to have
- 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.
Other
- Join The Global Talent Co.’s Talent Network: https://www.globaltalent.co/network
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.