Product Support Specialist

Shippo

6d•$60,000 - $74,000•Remote

About The Position

This role focuses on providing specialized support for premier and high-tier accounts, managing escalations, and acting as a liaison between customers and the product development team. The specialist will leverage AI tools for efficiency and judgment, mentor junior team members, and contribute to the overall quality of the product support function. The position requires a strong understanding of SaaS products, excellent communication and de-escalation skills, and the ability to work effectively in a remote-first environment.

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 (customer's happiness level, urgency, seniority of contact).
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.

Nice To Haves

Experience working in a startup environment.
Familiarity with shipping networks and/or carrier policies.

Responsibilities

Own premier and high-tier accounts end to end, anticipating needs and staying vigilant about ticket and account history.
Take full ownership of escalated tickets as the customer's single point of contact until resolution, recognizing churn risk and coordinating recovery.
Bring proven de-escalation skill to at-risk or executive-level contacts, defusing tension without over-promising.
Oversee the Product Support queue, prioritizing requests from high-tiered customers, and document escalation patterns.
Partner closely with executives, SPMs, and SAMs on escalations, adjusting communication style to the stakeholder and the stakes involved.
Bring high emotional intelligence to sensitive conversations, reading the room and adjusting approach in real time.
Develop and maintain deep expertise in our products and services, including the Shippo webapp and API.
Provide feedback to the product development team on recurring issues and customer feedback.
Use AI for research and analysis on complex tickets, always applying your own judgment before anything reaches a customer.
Apply AI-assisted CSAT and QA tools to catch patterns in your own ticket quality and help refine the team's macros and prompts.
Mentor and guide product support specialists.
Conduct training sessions and create documentation for the Product Support team.

Benefits

Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
Pets coverage is also 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 your professional and career growth.
Individual learning stipend for your personal and focused growth.
Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings.