Technical Support Specialist

parcelLab•Boston, MA

39d•Remote

About The Position

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.

Requirements

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

Responsibilities

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