Customer Support Representative, B2B
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Job Description
Customer Support Representative managing high-volume inquiries via email, chat, and ticket systems. Supporting order processing and resolving operational issues for North American meal solutions.
Responsibilities:
- Manage high-volume customer inquiries across email, live chat, and ticket management platforms.
- Respond to customer requests professionally, accurately, and within established SLA targets.
- Maintain complete and detailed ticket documentation.
- Prioritize cases based on urgency, operational impact, and service commitments.
- Follow customer cases from initial contact through final resolution.
- Keep clients informed throughout the resolution process.
- Manage multiple customer conversations while maintaining accuracy and service quality.
- Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes.
- Investigate missing, damaged, incorrect, or delayed deliveries.
- Monitor active orders and proactively communicate updates to customers.
- Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams.
- Maintain accurate delivery information, customer records, and account preferences.
- Support new-client account setup and verification.
- Respond to inquiries related to orders, billing, deliveries, products, subscriptions, and account management.
- Deliver empathetic, professional, and solution-oriented written communication.
- Use approved SOPs, macros, templates, and knowledge base resources.
- Provide proactive updates during delays, service interruptions, and operational incidents.
- Communicate clearly with business clients and internal stakeholders.
- Gather complete order, shipment, account, and customer information before escalating cases.
- Clearly document the issue, actions already taken, and relevant business impact.
- Partner with Operations, Logistics, Fulfillment, and Customer Experience teams.
- Follow up on escalated cases until resolution.
- Proactively flag recurring operational risks and service failures.
- Identify recurring customer issues, ticket trends, and process gaps.
- Recommend improvements to workflows, documentation, and customer communications.
- Support the testing and refinement of new tools and operational processes.
- Contribute to internal knowledge base articles, SOPs, and support resources.
Requirements:
- 3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience, Account Support, or a similar customer-facing role.
- Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms.
- Experience using CRM platforms such as HubSpot, Salesforce, Zoho, Microsoft Dynamics, Odoo, or similar.
- Experience using ticket management or customer support platforms such as Zendesk, Intercom, Freshdesk, Gorgias, ServiceNow, Jira Service Management, or similar.
- Strong written and verbal English communication skills.
- Live chat support experience.
- Strong attention to detail and accuracy.
- Excellent organization and time-management skills.
- Ability to prioritize multiple requests in a fast-paced environment.
- Strong problem-solving and critical-thinking abilities.
- A strong sense of ownership and accountability.
- Ability to work independently in a fully remote environment.
- Comfortable communicating with customers through email, chat, phone, and other digital channels.
- Proficiency with Google Workspace, Slack, Microsoft Office, and common business communication tools.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
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