---
title: 'Frontline Support Specialist at Deliverect'
canonical: 'https://feeny.ai/job/frontline-support-specialist-deliverect-mexico-city-24fdt3rzhzzz'
type: 'job'
last_seen: '2026-09-07'
---

# Frontline Support Specialist at Deliverect

- **Company:** Deliverect
- **Location:** Mexico City, Mexico
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-04
- **Last confirmed live:** 2026-09-07
- **Apply:** https://jobs.lever.co/deliverect/fc4c6fab-3761-4d0a-8b3d-04fed6801428

## Job description

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. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

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. As passionate advocates for our users, our global team leverages industry expertise and a customer-centric approach to drive continuous improvement and scale successful outcomes worldwide. Committed to providing tailored support and acting as the central point for feedback, we blend a personalized touch with our leading technology to ensure exceptional customer experiences are fundamental to every Deliverect journey.

Your Impact:

The Frontline Support Specialist is the first point of contact for the majority of our customers, responsible for solving any technical or administrative issues efficiently and and accurately. This involves timely interaction with other teams, escalations to subject matter experts and dealing with external partners. This role is a full-time role offered fully remotely from the comfort of your home

Work Arrangement:

This position requires work beyond standard business hours, including weekends and holidays on a rotating schedule. While a typical work week may consist of Monday-Friday, 10:00 am to 7:00 pm or 11:00 am to 8:00 pm, there will be flexibility expected to accommodate operational needs. Rest assured, all work performed in accordance with this schedule will be compensated according to local legal frameworks, including overtime and holiday pay regulations. Hours of work: Working between 7:00 am - 10:00 pm on a regular basis Monday - Friday, and weekends on a rotating schedule, holidays depending on business needs.

**This position requires full-time in-office attendance for the first 3 months of employment to support onboarding and team integration. Following this initial period, the role transitions to a hybrid schedule, offering 3 days in our Mexico office and 2 days from the comfort of your home.**

## What you will do

- Handle incoming support requests for effective troubleshooting and ticket resolution, ensuring thorough follow-ups and strengthening customer trust and satisfaction, on chat, email, phone or any other support channel offered to our customers
- Interact frequently with other team members, CX Team Leads and Managers, members of Account Management, Customer Delivery, Finance, Developers and Partnerships teams to address any customer issues
- Ensure maximum attentiveness is given during off hours and weekends to address any urgent customer issues and escalations from other teams timely and accurately
- Contribute to a stellar customer experience through professional communication and efficient handling for all types of customers and partners, making sure their operations are supported for continuous optimization
- Take ownership of customer escalations and provide clear guidance to what is required for rapid resolution
- Follow clear processes and procedures for the most professional and streamlined customer service

## What you will bring

- Strong ownership skills to ensure ticket follow-up and resolution is provided with high quality and in a timely manner
- Excellent structure and organization abilities to handle your workload efficiently using advanced CX management tools, ensuring a smooth workflow and timely resolution of customer support tickets
- Solid communication skills to handle complicated customer issues and emotions, dealing with any 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 team dynamics and contributing to goals
- Critical thinking and creative problem solving when faced with challenging issues which require out-of-the-box troubleshooting.
- Autonomy and confidence to be self-driven and have the ability to handle pushback

## About Deliverect

## Company Overview
- **One-liner**: Deliverect provides an omnichannel digital ordering platform that helps food and retail businesses manage online orders, delivery, and operations through a single API-first system.
- **Entity Type**: Private (venture-backed scale-up)
- **Headquarters**: Ghent, Belgium
- **Founded**: 2018
- **Founders**: Zhong Xu (CEO), Jan Hollez (CTO), Jelte Vrijhoef, Jérôme Laredo (President)

## Core Business
- **Primary industry**: Foodtech / SaaS for food service and retail
- **Target customers**: B2B – restaurants, food chains, and retail businesses of all sizes (SMB to enterprise)
- **Mission**: “To enable profitable growth & exceptional experiences through a powerful platform & partner network built for the food service community.”

## Products & Services
- **[Deliverect Restaurants](https://www.deliverect.com/en)**: Centralized order and menu management hub that aggregates orders from third-party delivery platforms, direct channels, and in-store POS; includes real-time store monitoring and AI-powered automation. (SaaS)
- **[Deliverect Direct](https://www.deliverect.com/en)**: Direct-to-consumer ordering solution enabling businesses to accept orders via web and social channels, with features for personalized promotions and loyalty programs. (SaaS)
- **[Courier App](https://www.deliverect.com/en)**: Last-mile delivery management tool that aggregates third-party and own fleets, providing real-time tracking and optimized dispatching. (SaaS + mobile app)
- **Integrations**: Over 1,000 out-of-the-box integrations with POS systems (e.g., Lightspeed, Revel, Oracle), delivery platforms (Uber Eats, DoorDash), and payment providers.

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Active in 40+ markets across Europe, Americas, Canada, Asia-Pacific, and UAE; serves thousands of food businesses with 500+ partner integrations.
- **Notable Investors/Partners**: Partners include Uber Eats, DoorDash, Lightspeed, Revel, Oracle, and many others. (Investor details not disclosed in available sources.)
- **Growth Signals**: Headcount of ~449 team members; offices in 13 cities worldwide (Ghent, Toronto, New York, London, Madrid, Paris, Amersfoort, Dubai, Mexico City, Sydney, Glasgow, Riyadh, Copenhagen); certified SOC 2 Type 1, ISO 27001, and GDPR compliant.

## Competitive Advantages
- **API-first, omnichannel platform**: Unifies delivery, dine-in, takeout, drive-thru, and catering in one system, reducing manual errors and lost revenue.
- **Massive integration ecosystem**: 1,000+ pre-built integrations lower switching costs for customers and create a strong network effect.
- **Enterprise-grade security**: SOC 2, ISO 27001, and GDPR certifications build trust with large food chains and retailers.
- **AI-powered automation**: Uses AI to optimize order flow, store monitoring, and customer promotions, increasing efficiency.

## Strategic Focus
- **Global expansion**: Deepening presence in existing markets and entering new regions (e.g., Middle East, Asia-Pacific).
- **Product innovation**: Enhancing AI capabilities for predictive analytics, dynamic pricing, and personalized customer experiences.
- **Last-mile optimization**: Improving delivery logistics to reduce costs and refunds, targeting a 29-minute average delivery time.
- **Partner ecosystem growth**: Expanding integrations to cover more POS, delivery, and payment players.

## Why Work Here
- **Culture**: Ambitious, innovative, and collaborative with a strong emphasis on ownership, open communication, and mutual trust. Regular company sprint meetings and Q&As with co-founders.
- **Growth**: Rapid learning environment with opportunities to work across 40+ markets; room to take ownership of projects and ideas.
- **Global presence**: Offices in 13 cities across Europe, North America, Latin America, Middle East, and Asia-Pacific. (Remote/hybrid policy not explicitly stated, but multiple office locations suggest flexibility.)
- **Perks**: Not detailed, but the company highlights “amazing offices” and a mission-driven team focused on transforming food delivery.

## Sources
1. [Deliverect Careers Page](https://jobs.lever.co/deliverect)
2. [Deliverect About Us](https://www.deliverect.com/en/about-us)
3. [Deliverect Culture Page](https://www.deliverect.com/en/careers/our-culture)
4. [Deliverect Product Page](https://www.deliverect.com/en)
5. [Deliverect Careers Overview](https://www.deliverect.com/en/careers)

## Other roles at Deliverect

- [Implementation Consultant](https://feeny.ai/job/implementation-consultant-deliverect-london-aqmb7wr73n9p) — London, United Kingdom
- [Account Executive](https://feeny.ai/job/account-executive-deliverect-ghent-cwp7gtttcskk) — Ghent, Belgium
- [Account Executive](https://feeny.ai/job/account-executive-deliverect-milan-am8st3kak5av) — Milan, Italy
- [Senior Product Manager](https://feeny.ai/job/senior-product-manager-deliverect-paris-4m9hx9b7thnt) — Paris, France
- [Chief of Staff](https://feeny.ai/job/chief-of-staff-deliverect-london-6739y1b1hgxc) — London, United Kingdom
- [Regional Marketing Specialist](https://feeny.ai/job/regional-marketing-specialist-deliverect-dubai-j1kb9khgyet7) — Dubai, United Arab Emirates
- [Mid Market Account Executive](https://feeny.ai/job/mid-market-account-executive-deliverect-mexico-city-7x2a7x0b49rf) — Mexico City, Mexico
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