- Handle a busy, fast-moving support inbox across email, chat, and phone, including premier accounts
- Communicate product features, functionality, and value to current and prospective customers
- Troubleshoot technical issues
- File bugs and research and resolve carrier errors
- Handle account setup and billing inquiries
- Advise on shipping best practices, rules, and regulations
- Support premier accounts with a concierge standard
- Escalate complex or at-risk situations to the Lead
- Decide when to solve issues independently and when to escal
- Collect the right information before raising an issue
- Troubleshoot integration-specific issues across supported store platforms
- Work with a remote team across three time zones
- Manage support across email, chat, and phone
- Collaborate with Technical Support, Customer Success, Sales, Product, and Finance
- Use help center articles, macros, and FAQs
- Identify gaps or outdated support content
- Use AI for research, brainstorming, and problem-solving while finalizing responses independently
- Adopt new AI-assisted tools as introduced
Requirements
- Minimum of 3 years of experience in a direct customer-facing role
- At least 1 year of experience primarily via written communication in English
- Minimum of 1 year of remote working experience
- Strong writing skills
- Ability to adjust tone based on customer mood and urgency
- Comfortable using AI as a thinking and research tool
- Open to learning advanced AI-assisted workflows
- Ability to surface customers' business needs and communicate Shippo's ability to meet them
- Ability to work a schedule that includes a weekend day
- Training availability Monday to Friday for the first 8 weeks regardless of assigned shift
- Roles can be based anywhere in the US except Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia
Core Competencies
Demonstrates expertise in customer support with a focus on troubleshooting technical issues, managing communication across multiple channels, and utilizing AI tools for problem-solving. Proven ability to adapt to customer needs and collaborate effectively with cross-functional teams.
Highest-signal resume keywords
- Customer-Facing Experience
- Technical Troubleshooting
- AI-Assisted Workflows
- Strong Writing Skills
- Remote Work Experience
Hard Skills
- Technical Troubleshooting
- Account Setup
- Billing Inquiries
- Integration-Specific Issue Resolution
- Shipping Best Practices
- Bug Filing
- Research Skills
- AI Utilization
- Help Center Article Usage
- Support Content Identification
Soft Skills
- Communication Skills
- Adaptability
- Problem-Solving
- Collaboration
- Customer Needs Assessment
Industry Keywords
- Customer Support
- Concierge Standard
- Premier Accounts
- Remote Work
- Technical Support
- Customer Success
- Sales Collaboration
- Product Communication
Tools & Technologies
- Email Support
- Chat Support
- Phone Support
- AI Tools
- Help Center Articles
- Macros
- FAQs
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Product Support Specialist II Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
