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. Backed by Bessemer, 500 Global and USV.
About the role
Use AI for research and analysis on complex tickets, always applying your own judgment before anything reaches a customer Apply AI-assisted CSAT and QA tools to catch patterns in your own ticket quality and help refine the team's macros and prompts
More about this role
Shipping & handling responsibilities
Concierge & Escalations
Own premier and high-tier accounts end to end, anticipating needs and staying vigilant about ticket and account history so no interaction feels like a first conversation
Take full ownership of escalated tickets as the customer's single point of contact until resolution, recognizing churn risk and coordinating recovery before being asked
Bring proven de-escalation skill to at-risk or executive-level contacts, defusing tension without over-promising
Oversee the Product Support queue, prioritizing requests from high-tiered customers, and document escalation patterns so the same issue doesn't reach this level twice
Cross-Functional Partnership
Partner closely with executives, Strategic Partner Managers, and Strategic Account Managers on escalations, adjusting communication style to the stakeholder and the stakes involved
Bring high emotional intelligence to sensitive conversations, reading the room and adjusting approach in real time
Product Expertise
Develop and maintain deep expertise in our products and services, including the Shippo webapp and API
Provide feedback to the product development team on recurring issues and...
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