Overview
At Deliverect, our API‐first platform is revolutionizing commerce by providing a connected suite of on‐ and off‐premise solutions.
We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere.
Department Focus
The Customer Experience team at Deliverect is dedicated to empowering our customers' success through personalized guidance and round‐the‐clock support, ensuring businesses of all sizes can maximize the potential of our products.
Your Impact
As a Frontline Support Specialist, you will be the primary point of contact for most customers, efficiently resolving technical issues and addressing needs with precision.
Your work directly enhances customer satisfaction, prevents churn, and contributes to continued subscription growth, impacting customer retention and lifetime value.
You will also streamline internal processes through timely inter‐team communication and effective initial troubleshooting, leading to improved organizational efficiency.
Work Arrangement
This position requires work beyond standard business hours, including weekends and holidays on a rotating schedule.
Working hours may range from 10:00 am to 7:00 pm or 11:00 am to 8:00 pm, with flexibility to accommodate operational needs.
All work performed in accordance with this schedule will be compensated according to local legal frameworks, including overtime and holiday pay regulations.
Work will begin with full‐time in‐office attendance for the first 3 months, after which the role transitions to a hybrid schedule,



offering 3 days in the Casablanca office and 2 days from home.
Responsibilities
Prioritize, organize, and manage your workload to ensure timely resolution of customer support tickets, using advanced CX management tools (≈ 40 %).
Act as the primary point of contact for customers, efficiently resolving technical and administrative issues and addressing customer needs with precision and care (≈ 25 %).
Independently troubleshoot and resolve common technical glitches and administrative issues for SMB Deliverect accounts (≈ 15 %).
Conduct initial investigations and gather information for commercial and retention‐focused requests for SMB accounts, and assist with commercial gesture requests (≈ 10 %).
Coordinate with internal teams and external partners, managing escalations to subject‐matter experts or the Investigation Team when issues require deeper technical analysis or fall outside direct ownership (≈ 10 %).
Requirements
Fluency in Arabic and English is essential, with strong written and verbal communication skills; fluency in French would be a significant advantage.
At least 2 years of relevant experience in a customer support, IT helpdesk, or solutions consulting role, preferably within the SaaS industry, or equivalent work experience.




Strong ownership skills to ensure high‐quality and timely ticket follow‐up and resolution.
Excellent structure and organization abilities to handle your workload efficiently using advanced CX management tools.
Solid communication skills to handle complex customer issues and emotions, dealing with criticism professionally.
Adaptability to provide stellar customer experience on any communication channel selected by Deliverect at any time.
Strong collaboration skills to work effectively across teams, fostering positive dynamics and contributing to goals.
Critical thinking and creative problem‐solving when faced with challenging issues requiring out‐of‐the‐box troubleshooting.
Autonomy and confidence to be self‐driven and capable of handling pushback.
Benefits
Dedicated learning budget to help you expand your skills and knowledge.
Opportunity to tackle significant challenges and impact the integral tech industry.
Immersive culture of innovation with weekly releases and new features.
Diverse, international team that values transparency and a multitude of perspectives.
Compensation and benefits packages tailored to the local market.
EEO Statement
We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed.
We strongly encourage applications from underrepresented groups.
Legal Requirements
Fluency in English and the legal right to work in the country where the role is based.
Background checks may be required for certain roles.
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📌 Frontline Support Specialist (Santa Fe)
🏢 Medium
📍 Santa Fe