.We are looking for a full-time Claims Specialist to join our team. As the shipping layer of the internet, Shippo provides merchants and shippers of all sizes the tools they need to ship as efficiently as possible with ease. A component of this is assisting our partners and merchants in the management and processing of claims when a shipment does not go as planned.Our Claims Specialists sit under our Customer Support Organization and work alongside customer-facing teams to provide frontline support to our internal and external stakeholders. This includes our merchants, our ecommerce partners, and our carrier partners. As a Claims Specialist, you will serve as a dedicated resource, providing a critical layer of support to our users.ResponsibilitiesServe as the subject matter expert on all things related to claims.Assist in the processing and submission of claims, including:Timely and accurate data entry into a variety of portals, spreadsheets, and databases.Managing communication between all stakeholders for status updates and issues requiring the retrieval of additional information.Assist in a variety of customer inquiries via email and phone with empathy and accuracy, including:Questions surrounding policies, submission requirements, submission timelines, processing timelines, shipment insurance options, and carrier liability.Assist in troubleshooting processing errors for internal and external stakeholders and work cross-functionally for a timely resolution following the appropriate escalation path as needed.Assist in the development and maintenance of documentation including:SOPs for internal claims processing.Public customer-facing material surrounding claim submissions, policies, and carrier requirements.Training material for internal and external stakeholders.Assist in research when required by communicating with external ecommerce and carrier partners.Utilize critical thinking skills to process complex situations and provide personalized resolutions when applicable.RequirementsMinimum of 1 year of experience working in a direct customer-facing role via written communication in English.Minimum of 1 year of experience providing phone and email support in a fast-paced environment.Minimum of 1 year of data-entry/clerical experience.Minimum of 1 year of experience utilizing a CRM (Zendesk experience strongly preferred) and tools like Google Apps and Slack.Minimum of 1 year of remote working experience.Impeccable writing skills, with the ability to modify your tone based on the context (customer's happiness level, urgency of the situation, etc.).Minimum typing speed of 65 wpm.Impeccable attention to detail.Ability to work across teams to get customer issues resolved.Experience previously working in a startup environment is a huge plus.Ability to surface customers' business needs and communicate Shippo's ability to meet those needs.Experience with claims, insurance, or warranties is preferred
