About Parcel Tracker
Parcel Tracker is at the forefront of next-generation logistics and parcel management software. Starting as a bootstrapped start-up, we’ve grown into a well-funded company, logging over 5 million parcels yearly through our flagship SaaS product. We work with esteemed clients like NASA, Oxford, the US Airforce, and Tottenham Hotspur.
Mission: Our mission is to power the last yard of every delivery. We are a small, driven team of under 20 people committed to maintaining high talent density and vigorous execution.
Job Title: Senior Support Manager
Location: 100% Remote, Work From Anywhere
Salary: $24,000-$30,000 per Year
Role Overview
We’re seeking a Customer Support and Success Manager who can deliver a five-star hotel experience to our SaaS software customers. This role involves not only providing top-tier customer support but also leading the onboarding and training of our clients, ensuring they make the most of our software. Your responsibilities will include:
Key Responsibilities
- Outstanding Customer Support: Manage and resolve customer support requests during your 8-hour shift, ensuring a seamless and exceptional experience.
- Client Onboarding and Training: Lead onboarding sessions and training programs to help clients get the best out of our software.
- Intercom Platform Management: Oversee the Intercom platform, including reporting and automation, to enhance our support capabilities.
- Knowledge-Base Development: Create and continuously update our knowledge base to provide customers with easy access to information and solutions.
- AI Tool Implementation: Develop and deploy AI tools (using Intercom and OpenAI) for both internal use and customer-facing applications, improving efficiency and service quality.
- Standard Operating Procedures (SOPs): Develop SOPs for the internal team to ensure consistent and high-quality support operations.
About You
Parcel Tracker is a small company with a high density of heavy hitters; it takes a particular type of person to fit in:
- Growth Mentality: You’re always pushing yourself to improve and learn.
- Independent Worker: You can work independently on the day-to-day and are internally driven, yet you’re a great team player when needed.
- High Performer: You execute tasks with the precision and efficiency of the Special Forces.
Key Experience, Skills, and Knowledge
- Empathy: Ability to understand and share the feelings of others, essential for addressing customer concerns with compassion.
- Proven Track Record: Successfully owned and driven projects that significantly impacted the business.
- Excellent Communication Skills: Clear and concise communication abilities, ensuring that customers understand solutions and feel acknowledged.
- Strong Writing Abilities: Capable of articulating ideas engagingly and clearly through written communication.
- Problem-Solving Skills: Efficiently diagnoses issues and identifies solutions, crucial for roles in customer support.
- Patience: Maintains composure and patience when dealing with frustrated, confused, or upset customers.
- Technical Proficiency: Solid understanding of the technical aspects related to the product or service.
Benefits
- Fully Remote: Work from anywhere with a stable internet connection and a hunger to make things happen.
- Paid Development & Training: We’re a team of special forces, always striving to better ourselves, and Parcel Tracker supports your growth.
- Innovation Culture: Every process, technology, and notion can be challenged and improved.
- Workspace Flexibility: Choose your ideal workspace with our budget support—set up your home office or pick a coworking space that suits your style.
How to Apply
Become a crucial part of our team and help us elevate the customer experience to new heights.
Apply Here
Parcel Tracker is committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals.