Technical Support Specialist

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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parcelLab

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🏢 Enterprise

eCommerce • SaaS • Enterprise

parcelLab is a global enterprise post-purchase software provider, focusing on enhancing customer experience and business operations after the purchase. The platform offers end-to-end solutions for personalized order tracking, returns management, customer engagement, and data-driven decision-making. By streamlining post-purchase communications and processes, parcelLab helps brands reduce operational costs, increase revenue, and boost customer loyalty. Their services cater to industries like fashion, electronics, and beauty, providing integrations that enhance efficiency and customer satisfaction. Parcelling more than just orders, parcelLab ensures seamless post-purchase experiences for over 800 brands and 350+ carriers worldwide.

📋 Description

• Serve as 2nd level support for our B2B customers, handling escalations passed on from our first-line support team • Solve customer concerns arising from day-to-day operational business, using sound judgment on more complex or ambiguous cases • Conduct deeper technical investigations into issues beyond first-line troubleshooting, including reviewing filter logic written in JavaScript • Implement customer requests directly within the system • Advise customers on optimizations, suggestions for improvement, and product information • Recognize patterns across customer inquiries and flag recurring issues or improvement opportunities to the wider team

🎯 Requirements

• Some prior experience in a customer support, success, or operations role (B2B SaaS a plus) • Ability to read and understand JavaScript • A customer-focused mindset with strong problem-solving skills • Comfort working directly within a software platform to action customer requests • Clear, confident communication, both written and verbal • Ability to translate customer needs into practical product guidance • Good judgment on when to resolve directly versus escalate further • Strong, native-level English; additional languages are a plus • A proactive, team-oriented approach to collaborating across departments

🏖️ Benefits

• Competitive compensation • Remote-friendly culture with flexible work environment • Collaborative, inclusive, and ambitious culture