Product Support Specialist
Own high-tier customer and executive escalations for Shippo’s SaaS products, driving resolution, identifying churn risk, and mentoring support specialists. Requires 4+ years of tech support experience, strong writing and de-escalation skills, and at least 2 years handling escalations.
About the job
Responsibilities
Concierge and Escalations
- Own premier and high-tier accounts end to end, using ticket and account history to anticipate needs.
- Serve as the single point of contact for escalated tickets through resolution, identifying churn risk and coordinating recovery.
- De-escalate at-risk and executive-level conversations without over-promising.
- Oversee the Product Support queue, prioritize high-tier customer requests, and document escalation patterns.
Cross-Functional Partnership
- Partner with executives, support and account managers, and other stakeholders on escalations.
- Adapt communication style to different stakeholders and high-stakes situations.
Product Expertise
- Develop deep expertise in Shippo products and services, including the web application and API.
- Provide recurring-issue and customer feedback to the product development team.
AI-Assisted Work
- Use AI for research and analysis of complex tickets while applying independent judgment.
- Use AI-assisted CSAT and quality-assurance tools to identify ticket-quality patterns and improve team macros and prompts.
Mentorship
- Mentor and guide Product Support Specialists.
- Conduct training and create Product Support documentation.
Requirements
- 4+ years of customer support experience in a SaaS or technology environment.
- At least 2 years of experience handling escalations.
- Impeccable written communication and the ability to adjust tone based on customer sentiment, urgency, and contact seniority.
- Comfort using AI in daily work, with sound judgment about directing, editing, or overriding its output.
- Proven de-escalation skills and ability to communicate effectively at an executive level.
- Ability to communicate effectively with cross-functional teams and executives.
- Availability for a schedule that includes a weekend day; the first 8 weeks of training are Monday through Friday.
Nice-to-Haves
- Startup experience.
- Familiarity with shipping networks or carrier policies.
Compensation and Benefits
- Base salary: $60,000–$74,000 annually; offers generally anchor around $68,000.
- Equity and medical, dental, and vision coverage, with 90% covered by the company, including dependents.
- Optional pet insurance, flexible working hours, and an open vacation policy.
- One-week company-wide winter slowdown and three volunteer days off.
- Work-from-home stipend, charitable donation matching up to $100, and professional and personal learning resources.
- Team and company off-sites and local gatherings through the Shippos Everywhere program.
Skills
Customer Support, SaaS, Escalation Management, De-Escalation, Written Communication, Artificial Intelligence, API, Quality Assurance, Customer Satisfaction, Shipping Networks
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