We need a customer support specialist who can turn a frustrated ticket into a genuinely good experience. You'll answer questions across email and chat, dig into product issues, and know when to escalate versus when to just solve it yourself. Patience and clear writing matter more here than technical depth, though some technical curiosity helps when you're the one explaining a weird bug back to engineering.
What you'll do
- Respond to customer inquiries via email, chat, and ticketing system promptly
- Troubleshoot product issues and walk customers through solutions clearly
- Escalate bugs and complex issues to engineering with clear reproduction steps
- Maintain and improve help center articles based on common questions
- Track ticket volume and response time metrics against team goals
- Gather and relay customer feedback to product and engineering teams
What we're looking for
- 1+ years in a customer support or service role
- Excellent written communication and a patient, empathetic tone
- Comfortable using a ticketing system such as Zendesk or Intercom
- Ability to troubleshoot basic technical issues independently
- Calm under pressure when handling frustrated customers
- Strong attention to detail when documenting issues
Nice to have
- Experience supporting a technical or B2B SaaS product
- Familiarity with basic SQL for investigating data issues
- Background writing or maintaining help center documentation
About Parcelbee
About Parcelbee: We build the routing software and driver network behind last-mile delivery for e-commerce and regional retail brands. Based in Chicago, our team is split between engineers building the routing engine and an operations crew who talk to drivers and customers every single day.
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