Customer Support Specialist (B2B)

CUSTOMER SUPPORT SPECIALIST (B2B) FULL-TIME (40HRS PER WEEK) / REMOTE / LATAM

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THE ROLE:

You will work with a fast-growing company that delivers ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities. Unlike traditional customer support, a single issue can impact hundreds of meals, multiple stakeholders, and critical service commitments, making accuracy, responsiveness, and operational excellence essential to success.

As a Client Support Specialist, you will serve as the frontline of the Customer Experience team, managing client inquiries, processing orders, maintaining customer accounts, and resolving operational issues while delivering an exceptional customer experience.

POSITION: CUSTOMER SUPPORT SPECIALIST B2B (FULL-TIME)

Seeking a highly organized and detail-oriented Client Support Specialist to support business clients through order management, customer communication, and operational issue resolution. The ideal candidate has experience working in high-volume customer support environments, thrives in fast-paced operations, and takes full ownership of customer outcomes.

RESPONSIBILITIES:

ORDER SUPPORT & PROCESSING

• Perform order entry, modifications, and account updates using Shopify and internal systems.
• Process remakes, replacements, and credit requests accurately while meeting established SLAs.
• Investigate missing, damaged, incorrect, or delayed deliveries and coordinate appropriate resolutions.
• Monitor active orders and proactively communicate updates to customers.
• Partner with Logistics, Fulfillment, and Operations teams to resolve order-related issues.

INBOX & TICKET MANAGEMENT

• Manage inbound support tickets, emails, and live chat inquiries in a timely and professional manner.
• Prioritize customer issues based on business impact, urgency, and service level commitments.
• Maintain accurate ticket documentation and ensure customer inquiries are fully resolved.
• Meet established SLAs for first response time, resolution time, and ticket quality.
• Effectively manage multiple priorities while maintaining exceptional accuracy.

CLIENT ACCOUNT SUPPORT

• Support onboarding activities for new client accounts, including account setup and verification.
• Maintain accurate customer records, contact information, delivery details, and account preferences.
• Develop familiarity with assigned customer accounts and their operational requirements.
• Support day-to-day client communication and account management activities.

ESCALATION MANAGEMENT

• Gather complete order, shipment, and account information before escalating issues.
• Clearly document issues and provide detailed context for internal stakeholders.
• Follow up on escalated cases to ensure timely resolution and customer communication.
• Escalate operational risks and service failures appropriately.

CUSTOMER COMMUNICATION

• Respond to inquiries related to orders, billing, deliveries, products, and account management.
• Deliver professional, empathetic, and solution-oriented written communication.
• Utilize approved SOPs, templates, macros, and knowledge base resources.
• Provide proactive communication during service disruptions, delays, and operational incidents.

PROCESS IMPROVEMENT & KNOWLEDGE MANAGEMENT

• Utilize internal documentation and knowledge base resources to resolve customer inquiries.
• Identify recurring customer issues, operational trends, and process gaps.
• Recommend improvements to processes and internal documentation.
• Participate in testing and refining new workflows, tools, and operational processes.

REQUIREMENTS:

• 3+ years of experience in Customer Support, Client Services, Customer Success, Account Support, or similar customer-facing roles.
• Experience managing high-volume support inboxes while maintaining exceptional attention to detail.
• Live chat support experience is required.
• Strong written and verbal English communication skills.
• Experience supporting business clients or complex customer accounts is preferred.
• Experience using HubSpot or similar CRM platforms is strongly preferred.
• Experience using Shopify or similar order management systems is preferred.
• Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools.
• Exceptional attention to detail and accuracy.
• Strong sense of ownership and accountability.
• Excellent organizational and time management skills.
• Ability to prioritize multiple requests in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.
• Comfortable working independently in a remote environment.
• Ability to build strong relationships with business customers.
• Proactive mindset with the ability to identify issues before they escalate.

NICE TO HAVE:

• Experience supporting B2B, Enterprise, Hospitality, Healthcare, Education, or Institutional clients.
• Experience working in Food, Logistics, Fulfillment, Subscription, or E-commerce companies.
• Experience managing a portfolio of customer accounts.
• Experience partnering closely with Operations, Supply Chain, or Logistics teams.
• Familiarity with HubSpot, Shopify, Zendesk, Gorgias, or similar customer support platforms.

ABOUT US:

The company provides ready-to-heat meal solutions for organizations across corporate offices, healthcare facilities, schools, and residential communities. By combining operational excellence with exceptional customer service, the team ensures every client receives reliable support and seamless service throughout their experience.

Customer Experience plays a critical role in the business, serving as the bridge between clients and internal operational teams to ensure issues are resolved efficiently while maintaining the highest service standards.