Product Support Specialist II

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 Specialist - L2, you handle a busy, fast-moving inbox across email, chat, and phone, including premier accounts. You bring a concierge mindset to every ticket: you anticipate what a partner needs next, read past the ticket to understand their business, and leave a clear record so anyone on the team can pick up where you left off. You use good judgment about when to solve something yourself and when to bring in help, and you're building real depth in the Shippo product and the ecommerce integrations we support. You use AI as a thinking partner: research, brainstorming, and working through a problem before you write the final response yourself. Shipping & handling responsibilities Customer Support Communicate the features, functionality, and value of our products to current and prospective customers Troubleshoot technical issues, file bugs, and research and resolve carrier errors Handle account setup, billing inquiries, and shipping best practices, rules, and regulations Support premier accounts with the same concierge standard as any other ticket, escalating complex or at-risk situations to your Lead Use judgment on when to solve independently and when to escalate, collecting the right information before raising an issue Product Knowledge Apply product knowledge to troubleshoot integration-specific issues across the store platforms we support Work closely with a remote team across three time zones, managing support across email, chat, and phone Cross-Functional & Documentation Work cross-functionally with Technical Support, Customer Success, Sales, Product, and Finance Use help center articles, macros, and FAQs day to day, and flag gaps or outdated content to the team members who maintain them AI-Fluent Work Use AI as a starting point for research, brainstorming, and thinking through a problem, always finalizing responses yourself Comfortable picking up new AI-assisted tools as the team rolls them out Your shipping requirements Minimum of 3 year of experience in a direct customer-facing role, with at least one of those years primarily via written communication in English Minimum of 1 year of remote working experience Strong writing skills, with the ability to adjust tone based on context (customer's mood, urgency, etc.) Comfortable using AI as a thinking and research tool, and open to learning more advanced AI-assisted workflows over time Ability to surface customers' business needs and communicate Shippo's ability to meet them Schedule This role is expected to work a schedule that includes a weekend day. Specific hours and days will be confirmed during the process. Training is Monday to Friday for the first 8 weeks regardless of the assigned shift. What is in the Shippo Package? Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents). Pets coverage is also available! Take-as-much-as-you-need vacation policy & flexible working hours One week-long company wide winter slow down 3 Volunteer Days Off (VTOs) WFH stipend to set up your home office Charity donation match up to $100 Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings Compensation Our Compensation Ship policy: We believe compensation is a custom experience and are commited to fair and equitable compensation practices. The standard base pay range for this role is min is $55k to a max $67k annual salary (we tend to anchor our offers at the mid point $61k). Since we are focused on hiring Shippos Everywhere, we have 2 US pay ranges, a standard compensation range for the majority of the US and a standard +1 compensation range for those who live in areas where the cost of labor is higher, such as NYC and California. The actual base pay is dependent upon many factors, such as: financial budgets, work experience, training, transferable skills, business needs, and market value. The base pay salary ranges are subject to change and may be modified in the future. Total compensation for this role will include, equity, medical, dental, vision and other benefits noted in our Shippos “package” section. Sail through the process: Here at Shippo, we celebrate inclusivity and are committed to creating equal access to opportunities for people from all backgrounds, perspectives and geographies. These values define who we are and everything we do. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at accommodations@shippo.com Shippo s in the wild: Our people, much like the packages we help ship, are all over the world. This means, through our remote-first program, “Shippos Everywhere”, our roles can be based anywhere in the US with the exception of Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico and West Virginia and many roles can be based internationally. For locations outside of the US and Ireland, the employment contracts are powered by R ippling.com.