Shippo
Product Support Lead
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 1h ago · Found 1h ago
First listed today.
Salary
$60k per year
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Lead
Category
Customer Support
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote (United States)"
- Job description states: "US and Ireland, the employment contr"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
About Shippo
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.
Your impact starts here: 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.
How we will deliver success together:
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 escalate. You mentor other specialists, work closely across teams, and use AI as a thought and research partner, always directing and owning the final result.
Shipping & handling responsibilities
Concierge & Escalations
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
Cross-Functional Partnership
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
Product Expertise
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
AI-Fluent Work
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
Mentorship
Mentor and guide product support specialists
Requirements
- ·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
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Shippo, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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