Support Specialist (Tech and customer support)

About Easyship: Easyship is a leading global shipping software and API platform trusted by 100,000+ eCommerce merchants to compare couriers, automate fulfilment, and simplify cross-border shipping, taxes and duties. A top-rated Shopify Certified Technology Provider, eBay preferred fulfilment partner, and Amazon preferred multi-channel integrator, Easyship is the G2 category leader (April 2026), offering 550+ courier services worldwide. We believe in accelerating borderless commerce through innovative solutions, and we're proud that brands of all sizes from small business to enterprise trust Easyship for all their shipping needs. Who We’re Looking For: We are seeking Customer Support/Experience Specialists to be the first point of contact for our customers. You will deliver timely and effective support across multiple channels- Live Chat, Email, and Calls while ensuring an exceptional customer experience. You will also work closely with internal teams and courier partners to solve problems, collect feedback, and contribute to product and process improvements. What you additionally need to know: This is a full-time, onsite role based in our Bengaluru (MG Road) office. The role follows US collaboration hours (10:00 PM–7:00 AM IST) to support seamless cross-regional execution What would be you be responsible for: Providing outstanding support via Live Chat, Email, and Phone to Easyship customers Liaising with courier partners and third-party vendors to resolve delivery or technical issues Collecting and relaying customer feedback to enhance service and product offerings Building and maintaining strong, trust-based customer relationships Collaborating with cross-functional teams including Sales, Product, and Operations Contributing to achieving high ratings on customer review platforms Identifying opportunities for continuous improvement in support processes You Might Be a Good Fit If… You have 2+ years of prior experience in customer support in B2B SaaS/Tech companies You have excellent written and verbal communication skills, with the ability to explain technical concepts clearly and patiently You are comfortable with night shifts, rotational week offs, work from office. You have strong problem-solving skills and comfort navigating ambiguous or multi-step issues You have the ability to multitask and stay organized while managing a high volume of tickets/conversations You are comfortable working with helpdesk tools (e.g., Zendesk, Intercom, Freshdesk) and basic familiarity with CRM or ticketing systems You have proficiency with Google Workspace and Microsoft Office tools You have the empathy, patience, and a genuine desire to help customers succeed You have adaptability and a positive attitude in a fast-paced, evolving startup environment Familiarity with international shipping, customs, or logistics concepts is a plus, but not required — we'll train you Bonus Points If… You preferably have a…