Technical Support Advisor

We're looking for a sharp, client-focused Tech Support & Client Manager to join our in-office support team. This is a hybrid technical and relationship role - you'll be the first port of call for our clients when something isn't working, and the person who keeps them confident that it will.

Hours

Monday to Friday. 9am-5pm.

What You'll Be Doing

Managing inbound support tickets and emails relating to system issues, platform bugs, and third-party integrations (Shopify, WooCommerce, shipping carriers, ERPs and more)

Troubleshooting problems methodically - diagnosing whether an issue sits with our platform, a client's systems, or an upstream integration

Jumping on calls and video meetings with clients to walk through issues, provide updates, and ensure they feel looked after

Proactively checking in with clients to ensure everything is running smoothly - not just reacting to problems

Logging, tracking, and escalating bugs or technical issues to the development team with clear, accurate notes

Building client-facing documentation, FAQs, and guides to reduce repeat queries

Working closely with the wider support and operations team in the office day-to-day

Do you have experience in Zendesk?, Have experience in a tech support, account management, or client-facing SaaS role

Are comfortable talking about APIs, integrations, and platform connectivity without needing to be a developer

Communicate clearly and confidently - in writing and on calls

Are organised and methodical - you don't let things fall through the cracks

Can stay calm under pressure and manage multiple clients at once

Have worked in e-commerce, logistics, or a fulfilment environment (a bonus, not essential)

Nice to Have

Familiarity with WMS platforms (e.g. ShipHero, Mintsoft, or similar)

Experience with Shopify, WooCommerce, or other e-commerce platforms

Understanding of shipping carrier integrations and label generation

Exposure to a helpdesk ticketing tool (e.g. Zendesk, Intercom)

Any light API testing experience (e.g. Postman)

Pulled from the full job description

• Free parking
• Company pension
• Casual dress
• Work from home
• On-site parking, Competitive salary

A fast-growing company with real career progression

A modern tech stack and a team that actually uses it

Great team culture in our Bury St Edmunds office

Pay: £24,420.00-£32,000.00 per year

Benefits:

• Casual dress
• Company pension
• Free parking
• On-site parking
• Work from home

Fulfillable is a fast-growing, tech-first third-party logistics (3PL) company based in Bury St Edmunds. We process millions of parcels a year for 120+ e-commerce brands, powered by our own proprietary software and warehouse automation. We're not a traditional 3PL - we're a technology company that ships things.