Type: Full Time
Location: Remote
Salary: $9600-14,400 / Year
About Parcel Tracker:
Parcel Tracker is at the forefront of next-generation logistics and parcel management software. From 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 the likes of NASA, Oxford, the US Airforce, Tottenham Hotspur, and many more institutions.
Our mission is simple: it’s 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.
Get to know us better:
/post/startup-growth-hack
/post/yc-interview
About the role:
You’ll join our support team in ensuring exceptional customer service, handle complex client queries, and drive continuous improvements in our support processes. You’ll be the linchpin, ensuring our customers have a seamless experience and making Parcel Tracker their favourite vendor. Your role will include:
-Manage customer support requests during your shift (8 hours)
-Onboard and train clients
-Manage the Intercom platform, reporting and automation
-Manage the creation of the new knowledge-base, and its maintenance
-Create AI tools (Intercom and Open AI) for internal and external use.
-Create SOPs for internal team
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;
-You’re always pushing yourself to improve and learn. You are an embodiment of the “Growth Mentality”
-You can work independently on the day-to-day and internally driven. But when the time comes, you’re a great team player.
-You’re a high performer; you’ll be expected to execute as if you were in the Special Forces.
Key Experience, Skills, and Knowledge:
-Empathy: Demonstrates the ability to understand and share the feelings of another, essential for addressing customer concerns with compassion and understanding.
-Proven Track Record: Has successfully owned and driven projects that significantly impacted the business, demonstrating autonomy and accountability in leading initiatives.
-Excellent Communication Skills: Possesses 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, effectively managing each situation with calmness.
-Technical Proficiency: Has a solid understanding of the technical aspects related to the product or service, which is vital for effectively addressing and resolving customer concerns.
Benefits
-Fully Remote: Work from anywhere, all you need is a stable internet connection and a hunger to make things happen.
-Paid Development & Training: We’re a team of special forces, we’re always trying to better ourselves, and the Parcel Tracker is here to support your growth!
-Innovation Culture: Everything is fair game; every process, every technology, every notion can be challenged and improved! We want change makers!
-Choose your workspace: Choose your ideal workspace with our budget support—set up your home office or pick a coworking space that suits your style
Apply via: /j/A3817A6A70
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