Description: Here at Shippo, we are the shipping layer of the internet and we consider ourselves to be one of the core building blocks of e-commerce.
Our mission is to make merchants successful through world class shipping. With our products and solutions, we level the playing field by providing our customers with best-in-class solutions that otherwise wouldn't be available to them. Through Shippo, e-commerce businesses, marketplaces, platforms and a variety of logistics infrastructure providers are able to connect to shipping carriers around the world from one API and dashboard. We provide our customers with the most competitive shipping rates, print labels, automated international documents, shipment tracking, facilitate the returns process and more.
How we'll deliver success: As a Lead Product Support Specialist, you play a critical role in meeting Shippo's goal of helping our customers win. You leverage deep product knowledge and technical expertise to resolve complex issues for our customers. You have the communication skills to mentor junior team members and collaborate with cross-functional teams. You are proactive in solving problems and improving product support processes. You are empathetic and passionate about helping our customers succeed. Shipping & handling responsibilities: - Provide advanced technical support and troubleshooting for customers via email, chat, and phone - Resolve complex product issues, ensuring timely and effective solutions - Escalate critical issues to relevant internal teams while maintaining clear communication with customers. - Advocate for customers' needs and ensure their voices are heard within Shippo - Oversee Product Support's queue and channels, responding to team questions and prioritizing requests from high-tiered customers - Identify opportunities and implement solutions to improve support workflows and customer - Develop and maintain deep expertise in our products and services, including the Shippo webapp and API - Troubleshoot complex technical API and Webhook related issues - Provide feedback to the product development team on recurring issues and customer feedback - Collaborate cross functionally with product management, engineering, and solutions teams to address complex product issues- - Mentor and provide guidance to product support specialists - Conduct training sessions and create documentation for the Product Support team Shift: Monday-Friday, with Sunday shifts once every 6-8 weeks
\n RequirementsMinimum of 7 years of experience in customer support, preferably in a SaaS or tech environment, providing email and chat supportImpeccable writing skills, with the ability to modify your tone based on the context (customer's happiness level, urgency of the situation, etc.)Advanced proficiency utilizing all Customer Support tools, including Zendesk, Postman, NewRelic, Databricks, Google Apps, and SlackExperience with troubleshooting API and webhooksComfortable multitasking in a fast-paced environmentAdvanced/Fluent English Preferred skillsExperience working in a startup environment, because providing customer support for a small, scrappy company like Shippo is quite different than working for a larger, more regimented companyFamiliarity with shipping networks and/or carrier policies Familiarity with Mode, SQL, or Python
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