Job Opportunities API

CUSTOMER SUCCESS & SUPPORT SPECIALIST (B2B) Full-time (40 hrs/week) | Remote | Brazil Join The Global Talent Co.’s Talent Network: https://www.globaltalent.co/network THE ROLE Join a fast-growing North American company providing ready-to-heat meal solutions to organizations across corporate offices, healthcare facilities, schools, and residential communities. We’re looking for a Customer Success & Support Specialist who combines strong customer communication with hands-on support and operational ownership. You’ll support business clients throughout their day-to-day experience, managing support tickets, order-related requests, account updates, and operational issues from initial contact through final resolution. You’ll also work closely with Operations, Logistics, Fulfillment, and Customer Experience teams to ensure clients receive accurate, timely, and professional support. This is not a traditional call center role. A single issue may impact hundreds of meals, multiple stakeholders, and important service commitments. Success requires excellent written English, strong attention to detail, confidence using CRM and ticket management platforms, and the ability to manage multiple priorities in a fast-paced environment. POSITION Customer Success & Support Specialist (Full-Time) We’re seeking a highly organized and customer-focused professional to support business clients through ticket management, order support, account maintenance, client communication, and operational issue resolution. The ideal candidate has hands-on customer support experience, enjoys building strong client relationships, and takes ownership of every case until it is fully resolved. RESPONSIBILITIES CUSTOMER SUPPORT & TICKET MANAGEMENT - Manage high-volume customer inquiries through email, live chat, and ticket management platforms. - Respond to customer requests professionally, accurately, and within established SLA targets. - Maintain complete and detailed documentation for every ticket and customer interaction. - Prioritize cases based on urgency, business impact, and operational requirements. - Own customer cases from initial contact through final resolution. - Keep clients proactively informed throughout the resolution process. - Manage multiple customer conversations while maintaining service quality and accuracy. ORDER SUPPORT & ACCOUNT MANAGEMENT - Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes. - Investigate missing, delayed, damaged, or incorrect deliveries. - Monitor active orders and proactively communicate status updates. - Maintain accurate customer records, delivery details, account preferences, and case history. - Support onboarding and account setup for new business clients. - Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams. CLIENT COMMUNICATION & RELATIONSHIP SUPPORT - Respond to inquiries related to orders, billing, deliveries, subscriptions, products, and account management. - Deliver empathetic, professional, and solution-oriented written communication. - Build trusted relationships with business clients by understanding their operational needs. - Use approved SOPs, macros, templates, and knowledge base resources. - Provide proactive communication during service disruptions, delays, and operational incidents. ESCALATION MANAGEMENT & CROSS-FUNCTIONAL COLLABORATION - Gather complete order, shipment, account, and customer information before escalating cases. - Clearly document the issue, actions already taken, urgency, and business impact. - Partner closely with Operations, Logistics, Fulfillment, Product, and Customer Experience teams. - Follow up on escalated cases until successful resolution. - Proactively identify and communicate recurring operational risks or service failures. PROCESS IMPROVEMENT & KNOWLEDGE MANAGEMENT - Identify recurring custome