Business Critical Support Specialist

🕒 4 days ago

🌐 United States, Argentina – Remote

🇺🇸 United States – Remote 🇦🇷 Argentina – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ShipHero

WebsiteLinkedInAll Job Openings

51 - 200 employees

📦 Logistics

🚗 Transport

☁️ SaaS

💰 $10.4M Venture Round on 2022-11

Logistics • Transport • SaaS

ShipHero is a company that provides warehouse management software aimed at improving eCommerce operations. Their Warehouse Management System (WMS) is designed to simplify the picking, packing, and shipping processes for eCommerce businesses and third-party logistics providers (3PLs). ShipHero's solutions offer features like order management, inventory management, returns management, and live carrier rate shopping, with integrations for platforms like Shopify and Amazon. Their technology allows customers to gain insights and optimizes labor and costs, ultimately enhancing warehouse efficiency and reducing errors.

📋 Description

• Serve as dedicated point of contact and senior escalation resource for premium SaaS customers • Manage high-stakes technical roadblocks, complex workflows, and critical service disruptions • Meet or exceed strict, uplifted Service Level Agreements (SLAs) • Ensure priority routing, rapid responses, and comprehensive resolutions for Business Critical customers • Partner with Engineering, DevOps, and Product teams on critical bug fixes and incident resolution • Advocate for the operational needs of high-revenue clients • Test, validate, and document workflows, SOPs, and the operational playbook for the premium service tier • Act as primary technical communicator during system outages and complex escalations • Provide continuous status updates to external C-suite clients and internal leadership • Monitor VIP customer technical challenges and report recurring friction points to leadership • Help proactively prevent future escalations • Work with the Head of Business Critical Support to build and execute the premium support function

🎯 Requirements

• Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field, or equivalent professional experience • 3–5 years of experience in Customer Support, Technical Support, or Escalation Management within a complex SaaS or technology environment • Proven track record of directly managing VIP, Enterprise, or high-revenue accounts in a premium or dedicated support capacity • Experience working in early-stage, agile, or “zero-to-one” team environments where processes are actively being built and refined is highly preferred • Exceptional analytical problem-solving skills • Ability to remain calm, focused, and highly communicative under pressure during critical system outages • Advanced proficiency in written and spoken English • Professional polish and empathy for engaging directly with C-suite stakeholders and critical accounts • Strong collaborative and relationship-building skills • Ability to secure prioritization and resources from backend engineering teams • High level of flexibility and initiative • Ability to execute rigorous day-to-day support while helping build and optimize departmental processes • Must be based in the United States or Argentina • U.S.-based salaried candidates or Argentina-based contractor/1099 candidates • Must currently hold a valid visa or ESTA to enter the United States • Willingness and ability to travel for on-site customer visits

🏖️ Benefits

• Equipment provided • PTO and holidays • Mandatory fun time • Work-life balance • Health insurance (U.S. salaried employees) • Dental insurance (U.S. salaried employees) • Vision insurance (U.S. salaried employees) • Life insurance (U.S. salaried employees) • Accident insurance (U.S. salaried employees) • Short-term disability insurance (U.S. salaried employees) • Critical illness insurance (U.S. salaried employees)