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Deliverect is an API-first platform revolutionizing commerce for food and retail industries by providing connected on and off-premise solutions. The company empowers businesses to expand revenue and simplify operations through seamless selling and delivery capabilities.
In this Enterprise Support Specialist role, you will provide technical assistance to high-value accounts across all communication channels. You'll take proactive measures for effective troubleshooting and ticket resolution, ensuring thorough follow-ups that strengthen customer trust and satisfaction. You will work closely with CX Team Leads, Managers, post-sales departments, Finance, Developers, and Partnerships teams to ensure alignment and consistency in customer support.
Key responsibilities include notifying internal stakeholders of quality issues in flows, processes, and documentation for continuous improvement, and taking ownership of escalations from customers and integration partners during off-hours and weekends to ensure severe cases are correctly handled or escalated to management. You'll confidently use AI and API development tools to assist in complex troubleshooting.
Deliverect is a rapidly scaling SaaS unicorn at the forefront of the order management industry, offering a culture of innovation with weekly releases and new features. The company provides a dedicated learning budget, opportunities to solve meaningful challenges, and a diverse, international team environment.
REQUIREMENTS:
- 2-3 years of experience in restaurant digital order management environments and POS integrations
- Strong ownership skills to ensure ticket follow-up and resolution with high quality and timeliness
- Solid technical skills and creative troubleshooting ability, with capacity to involve peers and other teams quickly
- Excellent organization and structure abilities to handle workload efficiently using advanced CX management tools
- Polished communication skills to handle complicated customer issues and emotions professionally (role involves high-value Mid-Market and Enterprise customers with high expectations)
- Adaptability to provide stellar customer experience on any communication channel at any time
- Strong collaboration skills across teams
- Critical thinking and creative problem-solving for challenging issues requiring out-of-the-box troubleshooting
- Autonomy and confidence to be self-driven with ability to handle pushback
- Fluency in English with strong written and verbal communication skills
- Legal right to work in Mexico
