Product Support Specialist
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Job Description
L3 Product Support Specialist owning premier-account escalations for Shippo’s shipping API and dashboard. Mentoring support specialists and improving customer outcomes through product expertise and AI-assisted analysis.
Responsibilities:
- Own premier and high-tier accounts end to end, anticipating needs and monitoring ticket and account history
- Take full ownership of escalated tickets as the customer's single point of contact until resolution
- Recognize churn risk and coordinate recovery proactively
- De-escalate at-risk or executive-level contacts without over-promising
- Oversee the Product Support queue and prioritize high-tier customer requests
- Document escalation patterns to prevent recurring issues from reaching L3
- Partner with executives, SPMs, and SAMs on escalations
- Adjust communication style to stakeholders and situation stakes
- Develop and maintain deep expertise in Shippo products and services, including the webapp and API
- Provide recurring-issue and customer feedback to the product development team
- Use AI for research and analysis on complex tickets while applying personal judgment
- Apply AI-assisted CSAT and QA tools to identify ticket-quality patterns
- Help refine team macros and prompts
- Mentor and guide product support specialists
- Conduct training sessions and create Product Support documentation
Requirements:
- Minimum of 3 years of experience in customer support in a SaaS or tech environment
- At least 1 year handling escalations
- Impeccable writing skills, with the ability to modify tone based on context
- 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
- Bonus: Experience working in a startup environment
- Bonus: Familiarity with shipping networks and/or carrier policies
- Must work a schedule that includes a weekend day
- Training Monday to Friday for the first 8 weeks regardless of assigned shift
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 throughout the year
- Local Shippos gatherings
- Equity
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