Product Support Specialist II

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $55k - $67k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Shippo

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

📦 Logistics

📣 Marketing

💼 Consulting

💰 $50M Series E - Shippo on 2021-06

Logistics • Marketing • Consulting

Shippo is a shipping and logistics API and SaaS platform for e-commerce businesses. It provides tools to compare carrier rates, create and buy shipping labels, track packages, and manage returns through a branded short domain and developer-friendly integrations. Shippo targets online retailers and marketplaces looking to streamline shipping operations and reduce fulfillment costs.

📋 Description

• Handle a busy, fast-moving support inbox across email, chat, and phone, including premier accounts • Communicate product features, functionality, and value to current and prospective customers • Troubleshoot technical issues • File bugs and research and resolve carrier errors • Handle account setup and billing inquiries • Advise on shipping best practices, rules, and regulations • Support premier accounts with a concierge standard • Escalate complex or at-risk situations to the Lead • Decide when to solve issues independently and when to escalate • Collect the right information before raising an issue • Troubleshoot integration-specific issues across supported store platforms • Work with a remote team across three time zones • Manage support across email, chat, and phone • Collaborate with Technical Support, Customer Success, Sales, Product, and Finance • Use help center articles, macros, and FAQs • Identify gaps or outdated support content • Use AI for research, brainstorming, and problem-solving while finalizing responses independently • Adopt new AI-assisted tools as introduced

🎯 Requirements

• Minimum of 3 years of experience in a direct customer-facing role • At least 1 year of experience primarily via written communication in English • Minimum of 1 year of remote working experience • Strong writing skills • Ability to adjust tone based on customer mood and urgency • Comfortable using AI as a thinking and research tool • Open to learning advanced AI-assisted workflows • Ability to surface customers' business needs and communicate Shippo's ability to meet them • Ability to work a schedule that includes a weekend day • Training availability Monday to Friday for the first 8 weeks regardless of assigned shift • Roles can be based anywhere in the US except Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia

🏖️ Benefits

• Healthcare coverage for medical, dental, and vision (90% covered by the company, including dependents) • Pets coverage available • Take-as-much-as-you-need vacation policy • Flexible working hours • One week-long company-wide winter slow down • 3 Volunteer Days Off (VTOs) • WFH stipend to set up your home office • Charity donation match up to $100 • Dedicated programs, coaching, tools, and resources for professional and career growth • Individual learning stipend for personal and focused growth • Shippos Everywhere program with regular team and company off-sites and local Shippos gatherings • Equity • Medical, dental, and vision benefits