Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage premier and high-tier accounts comprehensively, anticipating needs and tracking ticket and account history.

• Assume complete responsibility for escalated tickets as the sole point of contact for customers until resolution is achieved.

• Identify churn risks and proactively coordinate recovery efforts.

• De-escalate situations involving at-risk or executive-level contacts without making unrealistic promises.

• Supervise the Product Support queue and prioritize requests from high-tier customers.

• Record escalation trends to prevent recurring issues from escalating to level 3 support.

• Collaborate with executives, SPMs, and SAMs on escalations.

• Tailor communication style to suit stakeholders and the stakes of various situations.

• Develop and sustain in-depth knowledge of Shippo products and services, including the web application and API.

• Relay recurring issues and customer feedback to the product development team.

• Utilize AI for research and analysis on complex tickets while exercising personal judgment.

• Leverage AI-assisted CSAT and QA tools to identify patterns in ticket quality.

• Assist in refining team macros and prompts.

• Mentor and guide product support specialists.

• Conduct training sessions and create documentation for Product Support.

⛳️ Requirements

• A minimum of 3 years of experience in customer support within a SaaS or technology environment.

• At least 1 year of experience managing escalations.

• Excellent writing skills, with the ability to adjust tone based on context.

• Proficient in using AI as part of daily operations, with sound judgment on when to direct, edit, or override its outputs.

• Demonstrated ability to de-escalate high-pressure situations and communicate effectively at an executive level.

• Strong communication skills with cross-functional teams and executives.

• Bonus: Experience in a startup environment.

• Bonus: Familiarity with shipping networks and/or carrier policies.

• Must be available to work a schedule that includes at least one weekend day.

• Training will occur Monday to Friday for the first 8 weeks, regardless of the assigned shift.

🏝️ Benefits

• Comprehensive healthcare coverage for medical, dental, and vision (90% covered by the company, including dependents).

• Coverage available for pets.

• Vacation policy allowing for unlimited time off.

• Flexible working hours.

• One week-long company-wide winter slowdown.

• Three Volunteer Days Off (VTOs).

• Work-from-home stipend to set up your home office.

• Charity donation match up to $100.

• Access to dedicated programs, coaching, tools, and resources for professional and career development.

• Individual learning stipend for personal and targeted growth.

• Shippos Everywhere program featuring regular team and company off-sites throughout the year.

• Local Shippos gatherings.

• Equity.