Product Support Specialist

At Shippo, our vision is bold and clear:
we are the shipping layer of the internet. Our mission is to make every merchant successful through excellent shipping,delivering world-class logistics technology and infrastructure. We’re building the backbone of global e-commerce — connecting merchants to carriers worldwide through a single API and intuitive dashboard.

As a remote-first and globally distributed team , we believe flexibility fuels trust, autonomy, and performance. Our diverse perspectives — across continents, cultures, and time zones — drive our innovation and enable us to build solutions used by businesses everywhere. We invest in modern, scalable technology so our teams can build, ship, and iterate with confidence.

every person at Shippo plays a direct role in shaping the infrastructure that powers global commerce and makes shipping simpler for businesses around the world.

As a Product Support Lead, you're the person premier customers and high-stakes tickets get routed to. You own that resolution all the way through, even across handoffs, so partners never chase a status or explain themselves twice. You act before being asked, stay steady and confident mid-escalation, and read past the ticket to what it reveals about the partner's business, making sound calls fast and leaving a record anyone on the team could pick up.

You bring expert command of your role, deep customer insight, and a habit of catching root causes before they escalc.

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

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

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

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

Experience working in a startup environment

Familiarity with shipping networks and/or carrier policies

This role is…