Product Support Lead

Shipping & handling responsibilities

Concierge & Escalations

Own premier and high-tier accounts end to end, anticipating needs and staying vigilant about ticket and account history so no interaction feels like a first conversation

Take full ownership of escalated tickets as the customer's single point of contact until resolution, recognizing churn risk and coordinating recovery before being asked

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 so the same issue doesn't reach this level twice

Cross-Functional Partnership

Partner closely with executives, Strategic Partner Managers, and Strategic Account Managers 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

Product Expertise

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

AI-Fluent Work

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

Mentorship

Mentor and guide product support specialists

Conduct training sessions and create documentation for the Product Support team

Your shipping requirements

4+ years of experience in customer support in a SaaS or tech environment, with at least 2 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

Bonus

Experience working in a startup environment

Familiarity with shipping networks and/or carrier policies

Schedule

This role is expected to work a schedule that includes a weekend day. Specific hours and days will be confirmed during the process.

Training is Monday to Friday for the first 8 weeks regardless of the assigned shift.

What is in the Shippo Package?

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 as well as an 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

Compensation

Our Compensation Shippolicy:

We believe compensation is a custom experience and are commited to fair and equitable compensation practices. The standard base pay range for this role is min is $60k to a max $74k annual salary (we tend to anchor our offers at the mid point $68k). Since we are focused on hiring Shippos Everywhere, we have 2 US pay ranges, a standard compensation range for the majority of the US and a standard +1 compensation range for those who live in areas where the cost of labor is higher, such as NYC and California.

The actual base pay is dependent upon many factors, such as: financial budgets, work experience, training, transferable skills, business needs, and market value. The base pay salary ranges are subject to change and may be modified in the future. Total compensation for this role will include, equity, medical, dental, vision and other benefits noted in our Shippos “package” section.

Sail through the process:

Here at Shippo, we celebrate inclusivity and are committed to creating equal access to opportunities for people from all backgrounds, perspectives and geographies. These values define who we are and everything we do. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at [email protected]

Shippos in the wild:

Our people, much like the packages we help ship, are all over the world. This means, through our remote-first program, “Shippos Everywhere”, our roles can be based anywhere in the US with the exception of Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico and West Virginia and many roles can be based internationally.

For locations outside of the US and Ireland, the employment contracts are powered by Rippling.com.