Product Support Specialist II
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Job Description
Product Support Specialist II supporting Shippo’s shipping API and dashboard through email, chat, and phone. Troubleshooting integrations, carrier errors, billing, and premier-account issues.
Responsibilities:
- Handle a busy, fast-moving support inbox across email, chat, and phone, including premier accounts
- Communicate product features, functionality, and value to current and prospective customers
- Troubleshoot technical issues
- File bugs and research and resolve carrier errors
- Handle account setup and billing inquiries
- Advise on shipping best practices, rules, and regulations
- Support premier accounts with a concierge standard
- Escalate complex or at-risk situations to the Lead
- Decide when to solve issues independently and when to escalate
- Collect the right information before raising an issue
- Troubleshoot integration-specific issues across supported store platforms
- Work with a remote team across three time zones
- Manage support across email, chat, and phone
- Collaborate with Technical Support, Customer Success, Sales, Product, and Finance
- Use help center articles, macros, and FAQs
- Identify gaps or outdated support content
- Use AI for research, brainstorming, and problem-solving while finalizing responses independently
- Adopt new AI-assisted tools as introduced
Requirements:
- Minimum of 3 years of experience in a direct customer-facing role
- At least 1 year of experience primarily via written communication in English
- Minimum of 1 year of remote working experience
- Strong writing skills
- Ability to adjust tone based on customer mood and urgency
- Comfortable using AI as a thinking and research tool
- Open to learning advanced AI-assisted workflows
- Ability to surface customers' business needs and communicate Shippo's ability to meet them
- Ability to work a schedule that includes a weekend day
- Training availability Monday to Friday for the first 8 weeks regardless of assigned shift
- Roles can be based anywhere in the US except Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia
Benefits:
- Healthcare coverage for medical, dental, and vision (90% covered by the company, including dependents)
- Pets coverage available
- Take-as-much-as-you-need vacation policy
- Flexible working hours
- One week-long company-wide winter slow down
- 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 professional and career growth
- Individual learning stipend for personal and focused growth
- Shippos Everywhere program with regular team and company off-sites and local Shippos gatherings
- Equity
- Medical, dental, and vision benefits
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