Frontline Support Specialist

About the role

As a Frontline Support Specialist at Deliverect, you will be the primary point of contact for customers, resolving technical and administrative issues to ensure smooth service operations. Your work directly impacts customer satisfaction, retention, and the overall success of our SaaS platform.

Key responsibilities

• Prioritize, organize, and manage support tickets using advanced CX management tools to achieve timely resolutions.
• Act as the main liaison for customers, troubleshooting technical glitches and handling administrative requests for SMB accounts.
• Conduct initial investigations for commercial and retention‑focused requests, and assist with gesture requests.
• Escalate complex issues to subject‑matter experts or the Investigation Team when deeper analysis is required.
• Collaborate with internal teams and external partners to ensure seamless communication and efficient problem solving.

Required profile

• Fluency in English and French (written and verbal); Arabic is a strong plus.
• Minimum 2 years of experience in customer support, IT helpdesk, or solutions consulting, preferably in SaaS.
• Strong ownership, organization, and ability to manage a high volume of tickets.
• Excellent communication skills to handle complex issues and maintain professionalism under pressure.
• Adaptable, collaborative, and capable of critical thinking and creative problem‑solving.