parcelLab is hiring a
Customer Support Specialist

Summary

The job is for a full-time Customer Support Specialist at parcelLab, an international Operations Experience Management platform. The role involves handling customer support requests, managing customer expectations, visualizing communication concepts, collaborating with Technical Support Engineers, identifying product development opportunities, and passing these insights to the relevant team.

Requirements

• 3 years of experience in providing Customer Support or Technical Support for SaaS products
• 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
• Comfortable with speaking to and managing customer requests along with expectation management
• Understanding of how e-commerce and last mile logistics work
• Data-driven
• Fluent in English and German, any additional language is a plus

Responsibilities

• Take ownership of 1st line support requests
• Answer any questions customers may have
• Manage customer expectations with clear and concise communication
• Visualize and adapt communication concepts and customer documents
• Collaborate with Technical Support Engineers when unable to solve an issue
• Pass insights for further customer value to the relevant Customer Success Manager
• Proactively and reactively identify possibilities to develop the product further

Benefits

• Plenty of room for your own ideas...space to try, fail and learn!
• Comprehensive 30-60-90 day onboarding plan
• Equipped with the latest MacBook or PC, choice of working location
• Career development opportunities, including Leadership Development Program and Mentorship Program
• Online language courses, available budgets for further training and access to LinkedIn Learning
• Free meditation, mindfulness and coaching sessions via mental wellbeing platform TELUS.health
• Regular company retreats, parcelLab events (in-person and online), local and regional meet-ups, team off-sites
• Be part of a motivated, diverse and international team made up of over 25 different nationalities