[Hiring] Product Support Specialist @Shippo

Role Description

• Shipping & handling responsibilities
• Concierge & Escalations
  • Own premier and high-tier accounts end to end, anticipating needs and staying vigilant about ticket and account history so no interaction feels like a first conversation.
  • Take full ownership of escalated tickets as the customer's single point of contact until resolution, recognizing churn risk and coordinating recovery before being asked.
  • Bring proven de-escalation skill to at-risk or executive-level contacts, defusing tension without over-promising.
  • Oversee the Product Support queue, prioritizing requests from high-tiered customers, and document escalation patterns so the same issue doesn't reach this level twice.
• Cross-Functional Partnership
  • Partner closely with executives, SPMs, and SAMs on escalations, adjusting communication style to the stakeholder and the stakes involved.
  • Bring high emotional intelligence to sensitive conversations, reading the room and adjusting approach in real time.
• Product Expertise
  • Develop and maintain deep expertise in our products and services, including the Shippo webapp and API.
  • Provide feedback to the product development team on recurring issues and customer feedback.
• AI-Fluent Work
  • Use AI for research and analysis on complex tickets, always applying your own judgment before anything reaches a customer.
  • Apply AI-assisted CSAT and QA tools to catch patterns in your own ticket quality and help refine the team's macros and prompts.
• Mentorship
  • Mentor and guide product support specialists.
  • Conduct training sessions and create documentation for the Product Support team.

Qualifications

• Minimum of 3 years of experience in customer support in a SaaS or tech environment, with at least 1 year handling escalations.
• Impeccable writing skills, with the ability to modify tone based on context (customer's happiness level, urgency, seniority of contact).
• 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.

Requirements

• Bonus: Experience working in a startup environment.
• Bonus: Familiarity with shipping networks and/or carrier policies.

Benefits

• Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents). Pets coverage is also available!
• Take-as-much-as-you-need vacation policy & flexible working hours.
• One week-long company-wide winter slowdown.
• 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 your professional and career growth as well as an individual learning stipend for your personal and focused growth.
• Fun team in-person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings.

Company Description

• We believe compensation is a custom experience and are committed to fair and equitable compensation practices.
• The standard base pay range for this role is min is $60k to a max $74k annual salary (we tend to anchor our offers at the mid point $68k).
• Since we are focused on hiring Shippos Everywhere, we have 2 US pay ranges, a standard compensation range for the majority of the US and a standard +1 compensation range for those who live in areas where the cost of labor is higher, such as NYC and California.
• The actual base pay is dependent upon many factors, such as: financial budgets, work experience, training, transferable skills, business needs, and market value.
• Total compensation for this role will include equity, medical, dental, vision and other benefits noted in our Shippos “package” section.