Customer Support Specialist

parcelLab, the leading Operations Experience Management platform, is growing internationally, and fast! We're looking for the best talent from across the world to help us bring people and brands closer together.

We are looking for a full-time 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 day-to-day basis and that any questions a customer has are answered quickly and efficiently.  We pride ourselves on delivering excellent service to our customers and we’re 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 London or Munich or remotely within the UK or Germany.

Your daily tasks:

• 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 customer’s request and manage their expectations with clear and concise communication via our ticketing platform and the occasional (virtual) meeting.
• You will visualise and adapt communication concepts and customer documents.
• In the case you’re not able to solve an issue, you’ll 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 into 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 e-commerce and last mile logistics work. You don’t need to be an expert yet, but you will have to become one.
• Data-driven: both in supporting customers in their decisions, but also in demonstrating your own contribution.
• Fluent in English, any additional language is a plus — we are a global company and have global customers.

Perks & Benefits:

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

🛳 Comprehensive 30-60-90 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 digital-first 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 co-working space instead, and we’ll 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 (in-person and online), local and regional meet-ups, as well as team off-sites

🌏 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, you’ll love working here!

About parcelLab:

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.

With offices in Munich, London 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:

- Monitor over six million shipments per day

- Now actively managing operations experiences in 153 countries across the globe

- Send around thirteen million pro-active, personalized, event-driven 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.

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 post-sales customer journey for millions of people every day.