CUSTOMER SUCCESS & SUPPORT SPECIALIST (B2B)

Full-time (40 hrs/week) | Remote | Brazil

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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 customer issues, ticket trends, and operational gaps.

• Recommend improvements to workflows, internal documentation, and customer communications.

• Support the testing and refinement of new tools and support processes.

• Contribute to knowledge base articles, SOPs, templates, and internal support resources.

REQUIREMENTS

REQUIRED

• 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, Pipedrive, 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 manage multiple customer requests in a fast-paced environment.

• Strong problem-solving and critical-thinking abilities.

• Strong sense of ownership and accountability.

• Ability to work independently in a fully remote environment.

• Comfortable supporting customers through email, chat, phone, and other digital channels.

• Proficiency with Google Workspace, Slack, Microsoft Office, and business communication tools.

HIGHLY PREFERRED (PLUS)

• 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 e-commerce and order management platforms.

ABOUT US

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 is central to the business. The team serves as the connection between clients and internal operational teams, ensuring that orders, accounts, and service issues are handled accurately and efficiently.

This role is ideal for someone who enjoys supporting customers, building strong client relationships, solving operational problems, and working in a collaborative international environment.