DELIVERECT

Frontline Support Specialist - Customer Experience

Casablanca

CDI / Temps pleinHybride1–3 ansAnglais, Arabe, FrançaisService client / SAVInformatique / IT

L’essentiel du poste

Résumé par Postule AI

Frontline Support Specialist role at Deliverect, a SaaS unicorn revolutionizing commerce for food and retail industries. Primary responsibility is delivering exceptional customer support by managing tickets, resolving technical and administrative issues, and coordinating with internal teams. Requires 2+ years customer support or IT Helpdesk experience, fluency in Arabic and English (French advantageous), and strong problem-solving skills. Hybrid work after 3-month onboarding period in Casablanca.

Vos missions

  • Manage and prioritize customer support tickets using advanced CX management tools for timely resolution
  • Serve as primary contact for customers, resolving technical and administrative issues with precision and care
  • Independently troubleshoot and resolve common technical glitches for SMB Deliverect accounts
  • Conduct initial investigations for commercial and retention-focused requests for SMB accounts
  • Coordinate with internal teams and manage escalations to subject matter experts when needed

Profil recherché

  • You have 2+ years of customer support or IT Helpdesk experience, ideally in SaaS
  • You are fluent in Arabic and English and comfortable with multilingual communication
  • You thrive in fast-paced environments and enjoy solving complex technical problems
  • You are adaptable and can work rotating schedules including weekends and holidays
  • You are self-driven with strong ownership mentality and ability to handle customer pushback

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About the Role

As a Frontline Support Specialist at Deliverect, you will be the primary point of contact for customers, delivering exceptional support experiences while resolving technical and administrative issues with precision. You will work with an API-first platform that revolutionizes commerce for food and retail industries, helping businesses expand revenue and simplify operations.

Main Responsibilities

  • Manage and prioritize customer support tickets using advanced CX management tools, ensuring timely resolution (approximately 40% of role)
  • Serve as primary contact for customers, efficiently resolving technical and administrative issues with care and precision (approximately 25%)
  • Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts (approximately 15%)
  • Conduct initial investigations and gather information for commercial and retention-focused requests, assisting with commercial gesture requests (approximately 10%)
  • Coordinate with internal teams and external partners, managing escalations to subject matter experts when issues require deeper analysis (approximately 10%)

What You Bring

  • Fluency in Arabic and English with strong written and verbal communication skills; French fluency is a significant advantage
  • At least 2 years of relevant experience in customer support, IT Helpdesk, or solutions consulting, preferably in SaaS industry
  • Strong ownership skills ensuring high-quality and timely ticket resolution
  • Excellent organizational abilities to efficiently manage workload using CX management tools
  • Solid communication skills to handle complex customer issues and emotions professionally
  • Adaptability to provide excellent customer experience across multiple communication channels
  • Strong collaboration skills and ability to work effectively across teams
  • Critical thinking and creative problem-solving abilities for challenging technical issues

Work Arrangement

Initial Phase: Full-time in-office attendance for the first 3 months to support onboarding and team integration.

Ongoing: Hybrid schedule with 3 days in Casablanca office and 2 days working from home. Hours: 7:00 am - 10:00 pm Monday-Friday on rotating basis, plus weekends and holidays as needed. All overtime and holiday work compensated per local legal frameworks.

What You'll Gain

  • Dedicated learning budget to expand skills and knowledge
  • Opportunity to solve meaningful challenges impacting global commerce
  • Culture of innovation with weekly releases and cutting-edge solutions
  • Collaboration with diverse, international team valuing transparency and multiple perspectives
  • Position at rapidly scaling SaaS unicorn in order management industry
  • Regionally tailored compensation and benefits packages

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