Product Support Specialist II

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, billing inquiries, shipping best practices, rules, and regulations.
• Support premier accounts with a concierge standard and escalate complex or at-risk situations when appropriate.
• Apply product knowledge to troubleshoot integration-specific issues across supported store platforms.
• Work with a remote team across three time zones.
• Collaborate cross-functionally with Technical Support, Customer Success, Sales, Product, and Finance.
• Use help center articles, macros, and FAQs, and identify documentation gaps or outdated content.
• Use AI for research, brainstorming, and problem-solving while finalizing customer responses independently.
• Work a schedule that includes a weekend day; training is Monday through Friday for the first eight weeks.

Requirements

• At least 3 years of experience in a direct customer-facing role.
• At least 1 year of experience primarily communicating through written English.
• At least 1 year of remote work experience.
• Strong written communication skills and the ability to adjust tone based on customer context and urgency.
• Comfortable using AI as a thinking and research tool and learning AI-assisted workflows.
• Ability to identify customers’ business needs and communicate how products can meet them.

Compensation and Benefits

• Base salary: $55,000–$67,000 annually; offers are typically anchored around $61,000.
• Healthcare coverage for medical, dental, and vision, with 90% covered by the company, including dependents.
• Optional pet coverage.
• Flexible vacation policy and working hours.
• Company-wide winter slowdown week.
• Three volunteer days off.
• Work-from-home stipend.
• Charity donation matching up to $100.
• Professional coaching, development resources, and learning stipends.
• Company and local off-sites through the Shippos Everywhere program.
• Total compensation includes equity and benefits.