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 issues and ensuring smooth service operations. You will work on a rotating schedule that includes evenings, weekends and holidays, providing round‑the‑clock assistance. After an initial three‑month onsite onboarding period, the role shifts to a hybrid model with three days in the Casablanca office and two days remote.

Key responsibilities

• Handle inbound customer inquiries and troubleshoot technical problems efficiently.
• Maintain high customer satisfaction (CSAT) and Net Promoter Scores (NPS) by delivering timely, accurate solutions.
• Document incidents and resolutions in the ticketing system to support knowledge sharing.
• Collaborate with internal teams to escalate complex issues and ensure swift resolution.
• Contribute to process improvements by providing feedback from customer interactions.

Required profile

• Strong communication skills and a customer‑centric mindset.
• Ability to work flexible hours, including evenings, weekends and holidays.
• Problem‑solving attitude with attention to detail.
• Team player who can collaborate across departments and locations.
• Fluency in English; additional language skills are a plus.

Required skills

What we offer

• Competitive compensation in line with local legal frameworks, including overtime and holiday pay.
• Hybrid work arrangement after the onboarding period.
• Opportunities for professional growth within a fast‑growing, global technology company.