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Salary: USD 55,000 - 67,000 / annual
Shippo is building the shipping layer of the internet—a logistics technology platform that connects merchants to carriers worldwide through a single API and intuitive dashboard. As a Product Support Specialist II (L2), you will be the second line of support for a busy, fast-moving inbox across email, chat, and phone, including premier accounts.
You bring a concierge mindset to every ticket: anticipating what customers need next, reading past the surface to understand their business context, and leaving clear records so teammates can seamlessly pick up where you left off. You exercise good judgment about when to solve issues independently versus when to escalate to specialists or leadership, and you're building deep product knowledge of Shippo's platform and the e-commerce integrations you support.
Key responsibilities include:
- Communicating product features, functionality, and value to current and prospective customers
- Troubleshooting technical issues, filing bugs, and researching and resolving carrier errors
- Handling account setup, billing inquiries, and shipping best practices, rules, and regulations
- Supporting premier accounts with the same concierge standard as any other ticket, escalating complex or at-risk situations appropriately
- Applying product knowledge to troubleshoot integration-specific issues across supported store platforms
- Working cross-functionally with Technical Support, Customer Success, Sales, Product, and Finance teams
- Using help center articles, macros, and FAQs daily, and flagging gaps or outdated content to maintainers
- Leveraging AI as a thinking partner for research and brainstorming before finalizing responses yourself
- Adopting new AI-assisted tools as the team rolls them out
You'll work with a remote team distributed across three time zones, managing support across multiple channels. The role emphasizes strong written communication, contextual tone adjustment, and the ability to surface customers' business needs while communicating Shippo's solutions.
Requirements:
- Minimum 3 years of experience in a direct customer-facing role, with at least 1 year primarily via written communication in English
- Minimum 1 year of remote working experience
- Strong writing skills with the ability to adjust tone based on context (customer mood, urgency, etc.)
- Comfortable using AI as a thinking and research tool, and open to learning advanced AI-assisted workflows
- Ability to surface customers' business needs and communicate Shippo's ability to meet them
