Technical Support Specialist Customer Success · US hub & remote · Fully Remote
기술지원정규직미드 · 경력 무관
parcelLab에서 B2B 고객을 위한 2차 기술 지원을 담당할 전문가를 찾습니다. JavaScript를 활용한 기술적 문제 해결 능력과 고객 성공을 위한 커뮤니케이션 역량이 필수입니다. 글로벌 SaaS 환경에서 복잡한 이슈를 해결하며 제품 개선을 주도할 분을 환영합니다. 원격 근무가 가능하며 성장하는 팀과 함께할 수 있습니다.
Customer Success US hub & remote Fully Remote
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.
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.
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
Department
Customer Success
Role
Customer Support Specialist
Locations
US hub & remote
Remote status
Fully Remote
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, Bose, Puma, Lidl, Farfetch and Nespresso.
Customer Success US hub & remote Fully Remote
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