Business Critical Support Specialist
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Job Description
Business Critical Support Specialist delivering premium support for ShipHero’s eCommerce logistics platform. Managing VIP escalations, SLAs, outages, and cross-functional incident resolution.
Responsibilities:
- Serve as dedicated point of contact and senior escalation resource for premium SaaS customers
- Manage high-stakes technical roadblocks, complex workflows, and critical service disruptions
- Meet or exceed strict, uplifted Service Level Agreements (SLAs)
- Ensure priority routing, rapid responses, and comprehensive resolutions for Business Critical customers
- Partner with Engineering, DevOps, and Product teams on critical bug fixes and incident resolution
- Advocate for the operational needs of high-revenue clients
- Test, validate, and document workflows, SOPs, and the operational playbook for the premium service tier
- Act as primary technical communicator during system outages and complex escalations
- Provide continuous status updates to external C-suite clients and internal leadership
- Monitor VIP customer technical challenges and report recurring friction points to leadership
- Help proactively prevent future escalations
- Work with the Head of Business Critical Support to build and execute the premium support function
Requirements:
- 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
- Exceptional analytical problem-solving skills
- Ability to remain calm, focused, and highly communicative under pressure during critical system outages
- Advanced proficiency in written and spoken English
- Professional polish and empathy for engaging directly with C-suite stakeholders and critical accounts
- Strong collaborative and relationship-building skills
- Ability to secure prioritization and resources from backend engineering teams
- High level of flexibility and initiative
- Ability to execute rigorous day-to-day support while helping build and optimize departmental processes
- Must be based in the United States or Argentina
- U.S.-based salaried candidates or Argentina-based contractor/1099 candidates
- Must currently hold a valid visa or ESTA to enter the United States
- Willingness and ability to travel for on-site customer visits
Benefits:
- Equipment provided
- PTO and holidays
- Mandatory fun time
- Work-life balance
- Health insurance (U.S. salaried employees)
- Dental insurance (U.S. salaried employees)
- Vision insurance (U.S. salaried employees)
- Life insurance (U.S. salaried employees)
- Accident insurance (U.S. salaried employees)
- Short-term disability insurance (U.S. salaried employees)
- Critical illness insurance (U.S. salaried employees)
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