Product Support Specialist
Description
We are looking for a full-time Product Support 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. Our team is passionate about all things Shipping and are eager to support all customers who utilize our web application, our API, and the variety of store integrations we offer across a multitude of ecommerce platforms. This role will be based in Mexico City (remote work).
Responsibilities:
Our Product Support Specialists are energized by a fast-paced workplace, and a consistently busy inbox. They are familiar with supporting online applications, internet technologies, and are extremely adept in explaining and understanding technical concepts with ease. They take pride in their ability to influence and educate our customers with empathy and a cheerful disposition. Our Specialists are resourceful, engaging, detail oriented, and flexible. They embrace change as we learn and grow rapidly.
As a Product Support Specialist, you will:
- Assist in communicating the features, functionality, and value of our products to current and prospective customers
- Assist in a variety of customer needs including but not limited to:
- Troubleshooting technical issues and filing bugs as necessary
- Researching, diagnosing, and resolving carrier errors
- Account setup, billing inquiries, and fraud
- Shipping best practices, rules and regulations
- Work closely with a remote team, distributed across three time zones, managing support across three channels: Email, Live Chat, and Phones
- Work cross functionally with a globally distributed team including Sales, Customer Success, Business Development, Finance, Product, and Engineering to ensure the quality of our product and the end user experience
- Assist in the creation, maintenance, and upkeep of all support related documentation including help center articles, macros, FAQs, and training materials
Requirements
- Bachelor’s Degree
- Minimum of 1 years experience working in a direct customer-facing role, with at least one of those years being primarily via written communication in English
- Minimum of 1 year of experience utilizing tools including 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.)
- Ability to work across teams to get customer issues resolved - experience working closely with software engineers on bugs or product managers on new features is a huge plus
- Experience previously worked in a startup environment - doing customer support for a company like Shippo is very different from working for a larger, more regimented company
- Ability to surface customers’ business needs and communicate Shippo’s ability to meet those needs
- Experience with ecommerce and shipping is not required but a huge plus!
- Language support - if you speak another language, that is a plus! We're looking for Spanish, French, German, and Italian
- We are currently hiring for a Saturday-Wednesday, 10:00AM - 7:00PM PST shift. We ask that you please not apply unless you are able to work this shift continuously.