Product Support Specialist II

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

📋 Description

• Manage a high-volume, dynamic support inbox through email, chat, and phone, including for premier accounts.

• Articulate product features, functionalities, and value to both existing and potential customers.

• Diagnose and resolve technical issues.

• Log bugs and investigate as well as rectify carrier errors.

• Address account setup and billing-related queries.

• Provide guidance on shipping best practices, rules, and regulations.

• Offer premier accounts a concierge-level support experience.

• Escalate complex or high-risk situations to the Lead.

• Determine when to resolve issues independently and when to escalate for further assistance.

• Gather essential information prior to raising an issue.

• Troubleshoot integration-specific challenges across supported store platforms.

• Collaborate with a remote team spanning three time zones.

• Oversee support through email, chat, and phone channels.

• Work in partnership with Technical Support, Customer Success, Sales, Product, and Finance teams.

• Utilize help center articles, macros, and FAQs.

• Identify and address gaps or outdated support content.

• Employ AI for research, brainstorming, and problem-solving while independently finalizing responses.

• Embrace new AI-assisted tools as they become available.

⛳️ Requirements

• At least 3 years of experience in a customer-facing role.

• Minimum of 1 year experience predominantly involving written communication in English.

• A minimum of 1 year working remotely.

• Excellent writing skills.

• Capability to adjust tone based on customer mood and urgency.

• Comfortable utilizing AI as a cognitive and research tool.

• Willingness to learn advanced AI-assisted processes.

• Ability to identify customers' business needs and convey how Shippo can address them.

• Availability to work a schedule that includes at least one weekend day.

• Training will be provided Monday to Friday for the initial 8 weeks, regardless of assigned shift.

• Roles are open to candidates based anywhere in the US, excluding Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia.

🏝️ Benefits

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

• Pet coverage available.

• Vacation policy allowing for "take-as-much-as-you-need".

• Flexible working hours.

• One week-long company-wide winter slowdown.

• 3 Volunteer Days Off (VTOs).

• Work-from-home stipend to establish your home office.

• Charity donation matching up to $100.

• Dedicated programs, coaching, tools, and resources for professional and career development.

• Individual learning stipend for personal and focused growth.

• Shippo Everywhere program featuring regular team and company off-sites and local Shippo gatherings.

• Equity opportunity.

• Medical, dental, and vision benefits.