Product Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $74k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Own premier and high-tier accounts end to end, anticipating needs and monitoring ticket and account history • Take full ownership of escalated tickets as the customer's single point of contact until resolution • Recognize churn risk and coordinate recovery proactively • De-escalate at-risk or executive-level contacts without over-promising • Oversee the Product Support queue and prioritize high-tier customer requests • Document escalation patterns to prevent recurring issues from reaching L3 • Partner with executives, SPMs, and SAMs on escalations • Adjust communication style to stakeholders and situation stakes • Develop and maintain deep expertise in Shippo products and services, including the webapp and API • Provide recurring-issue and customer feedback to the product development team • Use AI for research and analysis on complex tickets while applying personal judgment • Apply AI-assisted CSAT and QA tools to identify ticket-quality patterns • Help refine team macros and prompts • Mentor and guide product support specialists • Conduct training sessions and create Product Support documentation

🎯 Requirements

• Minimum of 3 years of experience in customer support in a SaaS or tech environment • At least 1 year handling escalations • Impeccable writing skills, with the ability to modify tone based on context • Comfortable using AI as part of daily work, with sound judgment about when to direct, edit, or override its output • Proven ability to de-escalate tense situations and communicate effectively at an executive level • Ability to communicate effectively with cross-functional teams and executives • Bonus: Experience working in a startup environment • Bonus: Familiarity with shipping networks and/or carrier policies • Must work a schedule that includes a weekend day • Training Monday to Friday for the first 8 weeks regardless of assigned shift

🏖️ 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 throughout the year • Local Shippos gatherings • Equity