Frontline Support Specialist

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.

Responsibilities

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%)

Requirements

Fluency in English and French; Strong written and verbal communication skills; At least 2 years of relevant experience in a customer support, IT Helpdesk or solutions consulting role, preferably within the SaaS industry; Strong ownership skills; Excellent structure and organization abilities; Solid communication skills; Adaptability to provide stellar customer experience on any communication channel; Strong collaboration skills; Critical thinking and creative problem-solving; Autonomy and confidence; Legal right to work in the country where the role is based; May be required to pass a background check

Nice to have

Fluency in Arabic

Benefits

Dedicated learning budget; Regionally tailored rewards; Global team collaboration; Be part of a scaling SaaS unicorn; Inclusive workplace