# Product Support Specialist II

**Company:** [Shippo](https://hotfix.jobs/companies/shippo)
**Location:** Remote
**Role:** Customer Support
**Salary:** $55k – $67k/yr
**Experience:** 3+ years
**Skills:** Customer Support, Technical Troubleshooting, Written Communication, AI Tools, E-Commerce Integrations, Carrier Apis, Billing Support, Help Center Documentation, Email Support, Chat Support
**Posted:** 2026-09-10

> Handles customer support across email, chat, and phone, troubleshooting product, integration, carrier, account, and billing issues while supporting premier accounts. Requires at least three years of customer-facing experience, strong written communication, and remote-work experience.

## Job Description

## 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- Use help center articles, macros, and FAQs, and identify documentation gaps or outdated content.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.

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