Customer Support Specialist

parcelLab the leading postpurchase experience solution is growing internationally and fast! Were looking for the best talent from across the world to help us bring people and brands closer together.

We are looking for a fulltime Customer Support Specialist to join our Customer Operations team.

The Customer Operations Team is a key part of the great parcelLab service we deliver to our customers. The team plays a vital role in making sure our clients have a parcelLab deployment that works on a daytoday basis and that any questions a customer has are answered quickly and efficiently. We pride ourselves on delivering excellent service to our customers and were pretty good at it too; we build long lasting relationships with our customers and we have industry leading customer retention and we only want that to improve!

As a digital first company we offer greater flexibility in working location. Therefore you can work from one of our offices in Londonremotely within the UK or Europe.

What you can expect:

• You take ownership of 1st line support requests. You will quickly understand the challenge facing the customer and answer any questions they may have.
• You own the customers request and manage their expectations with clear and concise communication via our ticketing platform and the occasional (virtual) meeting.
• You will visualize and adapt communication concepts and customer documents.
• In the case youre not able to solve an issue youll have an internal team of Technical Support Engineers standing ready to jump in and work with you to get clear timelines for a fix and manage the customer expectations.
• Whenever you see an opportunity for a customer to be getting further value from parcelLab you will pass this insight over to the relevant Customer Success Manager for them to take care of anything commercial.
• Our Customer Team is vital to our ongoing success; therefore you are proactively and reactively identifying possibilities to develop our product further. When handing those opportunities over to the Product Team you can demonstrate the business value of the opportunity.

What you need to succeed:

• 3 years of experience in providing Customer Support or Technical Support for SaaS products.
• You are comfortable working directly with customers and enjoy connecting with them.
• Outstanding project stakeholder and expectation manager.
• Interested in learning new technical and programming skills and languages.
• Totally comfortable with speaking to and managing customer requests along with expectation management.
• Understanding of how ecommerce and last mile logistics work. You dont need to be an expert yet but you will have to become one.
• Datadriven: both in supporting customers in their decisions but also in demonstrating your own contribution.
• Fluent in English any additional language is a plus.
  

About parcelLab:

We bring people and brands closer together by closing the experience gap postsales and beyond transforming operational complexity into opportunities to outperform for 550 brands worldwide including IKEA Bose Puma Lidl Farfetch and Nespresso.

With offices in Munich London and Boston we have been highlighted by the Financial Times as one of the fastestgrowing technology companies in Europe in 2021.

Its all in a days work for us:

• Monitor over six million shipments per day
• Now actively managing operations experiences in 153 countries across the globe
• Send around thirteen million proactive personalized eventdriven emails
• Shipping data comes from more than 150 carriers worldwide including DHL FedEx & DPD
• Creating over 40 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.

Perks & Benefits:

Plenty of room for your own ideas...space to try fail and learn!

Comprehensive 306090 day onboarding plan in place from the very first day to help you integrate seamlessly with the rest of the company and understand new responsibilities

Equipped with the latest MacBook or PC as a digitalfirst company you choose whether to work entirely from home in one of our offices or a mix that suits you. Not close to one of our offices No problem! Find yourself a coworking space instead and well help cover the costs

Career development opportunities including our Leadership Development Program and our Mentorship Program as well as online language courses available budgets for further training and access to LinkedIn Learning

Stay grounded with our free meditation mindfulness and coaching sessions via our mental wellbeing platform TELUS.health

Regular company retreats parcelLab events (inperson and online) local and regional meetups as well as team offsites

Be part of a motivated diverse and international team made up of over 25 different nationalities; and with a great rating for company culture and employee experience on Glassdoor youll love working here!


Equal Opportunities:

parcelLab is an Equal Opportunities Employer. We live the motto always joy always team always equality which means we celebrate diversity and do not accept any form of discrimination or harassment. We believe that diversity enriches our employee experience and allows each of us to deliver the best work possible.

Qualified applicants will receive consideration for employment without regard to race colour religion sex sexual orientation gender perception or identity national origin age marital status disability status or other lived experience.

Come be part of our growth contribute your ideas and share in our success as we continue to improve the postsales customer journey for millions of people every day.