Product Support Specialist

Shippo
United States
Workplace: RemoteFull timeUSD 60,000 - 74,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsSkills: ["De-escalation","Communication","Emotional intelligence","Mentorship","Customer insight"]

Own resolution for premier and high-stakes customer tickets as the single point of contact until issues are resolved, including escalations and handoffs. Oversee the Product Support queue, prioritize high-tier requests, and document escalation patterns to prevent repeat escalations. Partner with executives and cross-functional teams using strong de-escalation and customer insight, while applying AI tools for research, QA, and CSAT improvements. Mentor specialists and contribute product feedback.

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FursaFursa
Shippo
Shippo
4 days ago

Product Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Own resolution for premier and high-stakes customer tickets as the single point of contact until issues are resolved, including escalations and handoffs. Oversee the Product Support queue, prioritize high-tier requests, and document escalation patterns to prevent repeat escalations. Partner with executives and cross-functional teams using strong de-escalation and customer insight, while applying AI tools for research, QA, and CSAT improvements. Mentor specialists and contribute product feedback.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own escalated tickets end to end as the customer’s single point of contact until resolution, including coordinating recovery and recognizing churn risk.
  • •Oversee the Product Support queue, prioritize high-tier customers, and document escalation patterns to prevent repeat issues.
  • •Provide expert de-escalation for at-risk or executive-level contacts, defusing tension without over-promising.
  • •Develop and maintain deep expertise in Shippo products and services, and share recurring feedback with product teams.
  • •Mentor product support specialists and create documentation/training for the team, using AI for research and ticket quality improvements.

Pay and Benefits

Salary: USD 60,000 - 74,000 annually
Perks:Health InsuranceDentalVisionPaid LeaveRemote WorkLearning Budget

Key Requirements

  • •4+ years of customer support experience in a SaaS or tech environment, with at least 2 years handling escalations.
  • •Impeccable writing skills, able to adjust tone based on customer happiness level, urgency, and seniority of contact.
  • •Comfortable using AI as part of daily work, with judgment about when to direct, edit, or override outputs.
  • •Proven ability to de-escalate tense situations and communicate effectively at an executive level.
  • •Ability to communicate effectively with cross-functional teams and executives.
Experience:4+ yearsSaaSTechStartup environment
Skills:De-escalationCommunicationEmotional intelligenceMentorshipCustomer insight
Tech Stack:AIAI-assisted CSATQA toolsShippo webappAPI

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