Product Support Specialist II

Shippo
United States
Workplace: RemoteFull timeUSD 55,000 - 67,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Writing","Communication","Judgment","Problem-solving","AI-assisted research"]

Handle a high-volume queue of customer tickets across email, chat, and phone—especially for premier accounts—using a concierge approach. Troubleshoot technical issues, resolve carrier errors, support account setup and billing, and apply shipping best practices and regulations. Build deep product knowledge for integrations across supported ecommerce platforms. Work cross-functionally with Technical Support, Customer Success, Sales, Product, and Finance, using AI for research while finalizing responses yourself.

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Shippo
Shippo
1 hour ago

Product Support Specialist II

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Last checked: 1 hour agoStatus: Live

Job Summary

Handle a high-volume queue of customer tickets across email, chat, and phone—especially for premier accounts—using a concierge approach. Troubleshoot technical issues, resolve carrier errors, support account setup and billing, and apply shipping best practices and regulations. Build deep product knowledge for integrations across supported ecommerce platforms. Work cross-functionally with Technical Support, Customer Success, Sales, Product, and Finance, using AI for research while finalizing responses yourself.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage a busy, fast-moving 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/resolve carrier errors.
  • •Handle account setup and billing inquiries, and advise on shipping best practices, rules, and regulations.
  • •Use help center articles, macros, and FAQs; document work clearly and escalate complex or at-risk situations to a Lead.

Pay and Benefits

Salary: USD 55,000 - 67,000 annually
Perks:Health InsuranceDentalVisionPaid LeaveLearning BudgetRemote WorkPets Coverage

Key Requirements

  • •3+ years in a direct customer-facing role, with at least 1 year primarily via written communication in English.
  • •1+ year of remote working experience.
  • •Strong writing skills, able to adjust tone for customer mood and urgency.
  • •Comfortable using AI as a thinking and research tool and open to more advanced AI-assisted workflows.
  • •Ability to identify customers’ business needs and clearly communicate how Shippo can meet them.
Experience:3+ years
Skills:WritingCommunicationJudgmentProblem-solvingAI-assisted research
Languages:English
Tech Stack:AI

Company Brief

Shippo
Shippo provides a shipping API and multi-carrier shipping platform that helps e-commerce businesses compare rates, buy labels, track shipments, and automate returns across carriers to streamline fulfillment and reduce shipping costs.
Industry: Supply Chain Technology
Company Size: Large (251 to 1,000 employees)
Growth: Growth Stage Startup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2013
WebsiteLinkedIn