B2B SaaS Technical Support Specialist – Remote

Talentify; Boston; Remote; PHP 3,769,000 - 5,339,000; Full time

Benefits offered by this job

Remote-friendly culture

Flexible work environment

Job summary

parcelLab is hiring a Technical Support Specialist to serve as 2nd level support for our B2B customers. You will implement requests within the system, troubleshoot complex cases, and provide product guidance to help customers maximize the platform's value.

We offer a remote-friendly culture with flexibility and a collaborative, high-growth environment. Strong English communication and a proactive, team-oriented mindset are essential.

Qualifications

• Some prior experience in a customer support, success, or operations role (B2B SaaS a plus).
• Strong problem-solving skills with a customer-focused mindset.
• 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.

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.
• 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.

Skills

Customer support

Problem solving

Communication

Team collaboration

English fluency

Job description

parcelLab is hiring a Technical Support Specialist to serve as 2nd level support for our B2B customers. You will implement requests within the system, troubleshoot complex cases, and provide product guidance to help customers maximize the platform's value.

We offer a remote-friendly culture with flexibility and a collaborative, high-growth environment. Strong English communication and a proactive, team-oriented mindset are essential.