Full-time (40 hrs/week) | Remote | Mexico
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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.
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.
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.
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.
Experience supporting B2B or Enterprise clients
Experience in Hospitality, Healthcare, Education, Institutional Services, Food, Logistics, Fulfillment, Subscription, or E-commerce
Experience with Order Management or Account Management.
Experience supporting clients in the United States or other international markets.
Experience coordinating with Operations, Logistics, Product, Supply Chain, or Fulfillment teams.
Experience supporting customer onboarding or managing complex customer accounts.
Familiarity with Shopify or other order management and e-commerce platforms.
You’ll be joining a fast-growing North American company that provides ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities.
Customer Experience plays a critical role in the business by connecting clients with internal operational teams and ensuring that orders, accounts, and service issues are managed accurately and efficiently.
This role is ideal for someone who enjoys helping customers, solving operational problems, and working in a collaborative remote environment where attention to detail and ownership make a measurable difference.
About Global Talent Co.
The Global Talent Co. provides businesses with exceptional remote professionals from Latin America and South Africa, delivering world-class talent at a fraction of local hiring costs.
Our Model: We've built a thriving community of 400,000+ pre-vetted professionals across Latin America and South Africa, ready to integrate seamlessly into your team. From marketing professionals and designers to customer success specialists and finance experts—we match you with top-tier talent that fits your specific needs.
All of our talent is pre-vetted and has gone through multiple interview stages with us.
Why Companies Choose Us:
🎯 Quality First: Rigorously vetted professionals with proven track records and strong English proficiency
💰 Unmatched Value: Save 50-70% compared to local hires without compromising on talent quality
⚡ Speed & Flexibility: Hire in days, not months. Scale your team up or down as your business evolves
🤝 Effortless Integration & Zero Admin Headache: Our talent works in your timezone, uses your tools, and becomes a true extension of your team. We call it your embedded team.
Whether you're a startup looking for your first remote hire or an established company building a distributed workforce, we make it simple to access Latin America and South Africa's best talent.
Ready to build your dream team? Let's talk.
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