Technical Support Specialist
About the job
At parcelLab, we're reshaping how the world's leading brands manage the post-purchase experience.
Our Post-Purchase Customer Experience platform helps companies like SKIMS, H&M, Farfetch, Urban Outfitters, Ikea, and others turn operational complexity into powerful customer moments, driving loyalty, retention, and revenue.
As we scale across the US, we're looking for driven, curious, and customer-obsessed people to join our journey.
The Role:
As our Technical Support Specialist, you'll serve as 2nd level support for our B2B customers, handling the more complex and technical cases escalated beyond our first-line support team. You'll work directly within our system to implement customer requests, dig into deeper investigations, and help customers get more value out of the platform through optimizations, suggestions for improvement, and product guidance.
You'll build on core support skills to handle escalated issues with growing independence, learn when to loop in the wider team, and start to spot patterns in recurring requests that could inform product or process improvements.
What you'll do:
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
What we're looking for:
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
What we offer:
Be part of a fast-growing SaaS company backed by strong investors and global brands
Competitive compensation
Remote-friendly culture with flexible work environment
Collaborative, inclusive, and ambitious culture
Skills Required
- Prior experience in a customer support, success, or operations role (B2B SaaS a plus)
- Ability to read and understand JavaScript
- Comfort working directly within a software platform to action customer requests
- Conduct deeper technical investigations and review filter logic written in JavaScript
- Customer-focused mindset with strong problem-solving skills
- 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
- Proactive, team-oriented approach to collaborating across departments
What We Do
parcelLab is the leading Operations Experience Management platform globally. We bring people and brands closer together by closing the experience gap post-sales and beyond, transforming operational complexity into opportunities to outperform for 550+ brands worldwide, including IKEA, Lidl, Bose, Puma, Farfetch and Nespresso. With offices in Munich, London, Paris and Boston, we have been highlighted by the Financial Times as one of the fastest-growing technology companies in Europe in 2021. It’s all in a day’s work for us: – Monitoring over three million shipments per day – Actively managing operations experiences in 153 countries across the globe – Sending around seven million pro-active, personalized, event-driven emails – Tracking shipping data from more than 150+ carriers worldwide, including DHL, FedEx & DPD – Creating over 30 million reasons for people to fall in love with brands each day For brands, that means more chances to create relationships that last. And for the people that buy from them, it means turning mundane operational moments into moments of joy. Find out more at parcelLab.com
