Support Specialist (Tech and customer support)
Core
First point of contact for customers delivering timely support via Live Chat, Email, and Phone while resolving delivery or technical issues with courier partners.
Role type
Customer Support Specialist (B2B SaaS/Tech)
Builds
Customer support operations for a global shipping software and API platform
Domain
eCommerce logistics and cross-border shipping
Deliverable
client delivery
Required skills
Live Chat, Email, and Phone support, problem-solving, multitasking, helpdesk tools (Zendesk, Intercom, Freshdesk), Google Workspace, Microsoft Office
Preferred skills
SaaS or E-commerce logistics support, international shipping/customs concepts, Bachelor's degree in CS/Engineering
Responsibilities
Providing support via Live Chat, Email, and Phone; Liaising with courier partners to resolve issues; Collecting customer feedback; Collaborating with cross-functional teams; Contributing to high customer ratings; Identifying process improvement opportunities
Seniority
Mid-level, hands-on IC
