CUSTOMER SUPPORT REPRESENTATIVE (B2B - Mexico)

CUSTOMER SUPPORT REPRESENTATIVE (B2B - MEXICO) Full-time (40 hrs/week) | Remote | Mexico Join The Global Talent Co.’s Talent Network: https://www.globaltalent.co/network THE ROLE Join a fast-growing North American company delivering ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities. We’re looking for a Customer Support Representative who enjoys helping business clients, resolving operational issues, and taking ownership of customer requests from initial contact through final resolution. This is not a traditional call center role. A single issue may affect hundreds of meals, multiple stakeholders, and important service commitments. You’ll manage customer communications, support tickets, order-related requests, and account updates while working closely with Operations, Logistics, Fulfillment, and Customer Experience teams. Success in this role requires excellent written communication, strong attention to detail, confidence using CRM and ticket management platforms, and the ability to remain organized in a fast-paced environment. POSITION Customer Support Representative (Full-Time) We’re seeking a highly organized and customer-focused professional to support business clients through ticket management, order support, customer communication, account maintenance, and operational issue resolution. The ideal candidate has hands-on customer support experience, communicates professionally in English, and takes full responsibility for customer cases until they are resolved. RESPONSIBILITIES CUSTOMER SUPPORT & TICKET MANAGEMENT - 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. ORDER SUPPORT & PROCESSING - 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. CLIENT COMMUNICATION - 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. ESCALATION MANAGEMENT & COLLABORATION - 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. PROCESS IMPROVEMENT - 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 REQUIRED - 3+ years of experience in Customer Support, Client Support, Customer Success, Customer Experience,…