What are the responsibilities and job description for the Technical Support Specialist position at parcelLab?
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:
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
- 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
- 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