[Hiring] Business Critical Support Specialist @ShipHero

Role Description

As we scale to support our most high-value customers, we are launching a newly created premium support tier to deliver high-touch, priority service. To help build and execute this vision, we're looking for a Business Critical Support Specialist to manage critical technical escalations and ensure strict adherence to premium Service Level Agreements (SLAs). In this high-stakes, fast-paced role, you will work in lockstep with the Head of Business Critical Support to provide seamless resolutions for VIP SaaS clients while helping refine our operational playbook for this growing function. The ideal candidate is an execution-focused, highly technical individual contributor with exceptional crisis management skills, deep troubleshooting aptitude, and a passion for delivering elite customer support.

Qualifications

• 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.

Requirements

• Exceptional analytical problem-solving skills with the ability to remain calm, focused, and highly communicative under pressure during critical system outages.
• Advanced proficiency in written and spoken English, featuring the professional polish and empathy required to engage directly with C-suite stakeholders and critical accounts.
• Strong collaborative and relationship-building skills to effectively secure necessary prioritization and resources from backend engineering teams.
• High level of flexibility and initiative, capable of executing rigorous day-to-day support while simultaneously helping to build and optimize new departmental processes.
• Eligible Locations: We are exclusively accepting applications from candidates based in the United States (Salaried) and Argentina (Contractor / 1099).
• On-site customer visits are an essential part of this role, so a willingness and ability to travel is required.
• All candidates must currently hold a valid visa or ESTA to enter the United States.

Benefits

• The company provides equipment you need to be happy at your job.
• PTO + holidays.
• Mandatory fun time. We mean it. Work-life balance in spades.
• Robust benefit offers include Health, Dental, Vision, Life, Accident, Short Term Disability and Critical Illness. (This benefit only applies to U.S. salaried employees.)

Company Description

• Do the right thing - Our employees are held to the highest standards. We act with integrity and honesty, embrace accountability, and do what's right, even when no one is watching.
• Tenacity - We take a relentless approach in our business: We show up expecting to win every day, obsess about serving our clients and employees, and are driven by results.
• Have Fun & Be Bold - We support work-life balance and have fun while being our bold and authentic selves.
• Scrappiness - We do more with less. We are scrappy, determined, resourceful, and relentless in delivering results.