Product Support Specialist

hace 2 semanas

Ciudad de México Shippo A tiempo completo

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:

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.

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).

Shipping & handling responsibilities:

Assist in communicating the features, functionality, and value of our products to current and prospective customersTroubleshooting technical issues and filing bugs as necessary

Researching, diagnosing, and resolving carrier errorsAccount setup, billing inquiries, and fraudShipping 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 PhonesWork 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 experienceAssist 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 2 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 2 year of experience utilizing tools including Google Apps and Slack
  • 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
  • Ability to surface customers’ business needs and communicate Shippo’s ability to meet those needs
  • Advanced/Fluent English

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@goshippo.com.

Shippos 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 Remote.com (all Shippo perks still apply - including equity). What we want to emphasize is that you can be successful at Shippo regardless of location.

Shippo uses the E-Verify program, which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to and click on 'E-Verify' located near the bottom of the page.

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