Frontline Support Specialist

Department Focus:

The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round-the-clock support, ensuring businesses of all sizes can maximize the potential of our products. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.

Your Impact:

As a Frontline Support Specialist, you are crucial to delivering exceptional customer experiences and ensuring seamless service operations. You will be the primary point of contact for most customers, efficiently resolving technical issues and addressing needs with precision. Your work directly enhances customer satisfaction, prevents churn, and contributes to continued subscription and potential expansion, impacting customer retention and lifetime value. By ensuring businesses maximize product potential and maintain seamless experiences, you will drive higher customer satisfaction scores (CSAT), Net Promoter Scores (NPS), and faster resolution times. You will also streamline internal processes through timely inter-team communication and effective initial troubleshooting, leading to improved efficiency across the organization.

Work Arrangement:

This position requires work beyond standard business hours, including weekends and holidays on a rotating schedule. While a typical work week may consist of Monday-Friday, 10:00 am to 7:00 pm or 11:00 am to 8:00 pm, there will be flexibility expected to accommodate operational needs. Rest assured, all work performed in accordance with this schedule will be compensated according to local legal frameworks, including overtime and holiday pay regulations. Hours of work: Working between 7:00 am - 10:00 pm on a regular basis Monday - Friday, and weekends on a rotating schedule, holidays depending on business needs.

**This position requires full-time in-office attendance for the first 3 months of employment to support onboarding and team integration. Following this initial period, the role transitions to a hybrid schedule, offering 3 days in our Casablanca office and 2 days from the comfort of your home.**

What you will do:

• Prioritize, organize, and manage your workload to ensure timely resolution of customer support tickets, using advanced CX management tools.
• Act as the primary point of contact for customers, efficiently resolving technical and administrative issues and addressing customer needs with precision and care.
• Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts.
• Conduct initial investigations and gather information for commercial and retention-focused requests for SMB accounts, and assist with commercial gesture requests.
• Coordinate with internal teams and external partners, managing escalations to subject matter experts or the Investigation Team when issues require deeper technical analysis or fall outside direct ownership (approx. 10%).

What you will Bring:

• Fluency in English and French is essential, with strong written and verbal communication skills; fluency in Arabic would be a significant advantage.
• At least 2 years of relevant experience in a customer support, IT Helpdesk or solutions consulting role, preferably within the SaaS industry, or equivalent work experience.
• Strong ownership skills to ensure high-quality and timely ticket follow-up and resolution.
• Excellent structure and organization abilities to efficiently handle your workload using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets.
• Solid communication skills to handle complicated customer issues and emotions, dealing with any criticism professionally.
• Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time.
• Strong collaboration skills to work effectively across teams, fostering positive team dynamics and contributing to goals.
• Critical thinking and creative problem-solving when faced with challenging issues which require out-of-the-box troubleshooting.
• Autonomy and confidence to be self-driven and have the ability to handle pushback.