Product Support Specialist

| San Francisco
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Shippo's Mission

Shippo lowers the barriers to shipping for businesses around the world. As free and fast shipping becomes the norm, better access to shipping is a competitive advantage for businesses. Through Shippo, eCommerce businesses, marketplaces, and platforms are able to connect to multiple shipping carriers around the world from one API and dashboard. Businesses can get shipping rates, print labels, automate international documents, track shipments, and facilitate returns. 
Internally, we think of Shippo as the building blocks of shipping. Shippos are a diverse set of individuals. We look for culture and skills add in every new person. If you're passionate about customer success and the thrill of startup life, join us to build the foundations of something great, roll up your sleeves and get important work done every day. 
Founded in 2013, we are a proud team based out of San Francisco. Shippo’s investors include Bessemer Venture Partners, Union Square Ventures, SoftTechVC, VersionOne Ventures, FundersClub, and others.

Shape and Support Customer Experiences

We’re looking for a full-time Product Support Specialist to assist our customers with using Shippo -- both the online application and the API. You will help communicate the different features, functionality, and value of our products to prospective and current customers. You will work closely with our distributed Customer Success team on managing our email and chat queues, as well as our San Francisco-based, Product Management, and Engineering teams. We currently offer support via email and chat so you must be a flawless, speedy, and empathetic written communicator.

You would be a great fit for this opportunity if you are

  • Energized by high-pressure situations, a fast-paced workplace, and a very busy inbox
  • Familiar with supporting online applications, Internet technologies, and is adept at communicating technical concepts
  • Able to influence customers’ adoption of paid product features as appropriate for their business
  • Resourceful, detail-oriented and truly passionate about making sure the customer gets what they need
  • Ready to dive headfirst into customer issues, and loves getting to the bottom of things
  • Empathetic, with a cheerful disposition
  • Able to welcome and embrace change as we continue to learn and grow!

You're Known For Your Accomplishments of...

  • Minimum 2 years experience working in a direct customer-facing role, with at least one of those years being primarily via written communication
  • Impeccable writing skills, with a focus on modifying your tone based on the context (customer’s happiness level, the 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
  • Used tools like Google Apps, Slack, Zendesk or other similar CRMs
  • Schedule flexibility -- we do our best to have extended support hours so the ability to work earlier/later or on the weekends is a plus

BONUS

  • While not a firm requirement, multi-lingual candidates are a huge plus, especially French/Canadian French

BENEFITS

  • Wellness plans include health coverage for medical, dental, vision
  • Take-as-much-as-you-need vacation policy, with the possibility of some remote work
  • Catered nutritious lunch provided daily, along with stocked drinks and healthy snacks
  • Fun team events outside of work hours - happy hours, “escape the room” adventures, hikes, and more!
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Location

731 Market Street, San Francisco, CA 94103

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