{"id":2577776,"url":"https://alion.io/job/shippo-product-support-lead-2","title":"Product Support Lead","company":{"id":58594,"name":"Shippo","domain":"goshippo.com","url":"https://alion.io/company/shippo","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":60000,"max":74000,"currency":"USD","period":"year","gross":null,"usd_annual":74000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-31T20:00:56Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-10-18T06:04:04Z","board_verified":true,"closed_at":null,"days_open":47,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":47},"description":"About Shippo\nAt 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.\nAs 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.\nYour 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.\nHow we will deliver success together:\nAs a Product Support Lead, you're the person premier customers and high-stakes tickets get routed to. You own that resolution all the way through, even across handoffs, so partners never chase a status or explain themselves twice. You act before being asked, stay steady and confident mid-escalation, and read past the ticket to what it reveals about the partner's business, making sound calls fast and leaving a record anyone on the team could pick up.\nYou bring expert command of your role, deep customer insight, and a habit of catching root causes before they escalate. You mentor other specialists, work closely across teams, and use AI as a thought and research partner, always directing and owning the final result.\nShipping & handling responsibilities\nConcierge & Escalations\nOwn 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\nTake full ownership of escalated tickets as the customer's single point of contact until resolution, recognizing churn risk and coordinating recovery before being asked\nBring proven de-escalation skill to at-risk or executive-level contacts, defusing tension without over-promising\nOversee the Product Support queue, prioritizing requests from high-tiered customers, and document escalation patterns so the same issue doesn't reach this level twice\nCross-Functional Partnership\nPartner closely with executives, Strategic Partner Managers, and Strategic Account Managers on escalations, adjusting communication style to the stakeholder and the stakes involved\nBring high emotional intelligence to sensitive conversations, reading the room and adjusting approach in real time\nProduct Expertise\nDevelop and maintain deep expertise in our products and services, including the Shippo webapp and API\nProvide feedback to the product development team on recurring issues and customer feedback\nAI-Fluent Work\nUse AI for research and analysis on complex tickets, always applying your own judgment before anything reaches a customer\nApply AI-assisted CSAT and QA tools to catch patterns in your own ticket quality and help refine the team's macros and prompts\nMentorship\nMentor and guide product support specialists\nConduct training sessions and create documentation for the Product Support team\nYour shipping requirements\n4+ years of experience in customer support in a SaaS or tech environment, with at least 2 year handling escalations\nImpeccable writing skills, with the ability to modify tone based on context (customer's happiness level, urgency, seniority of contact)\nComfortable using AI as part of daily work, with sound judgment about when to direct, edit, or override its output\nProven ability to de-escalate tense situations and communicate effectively at an executive level\nAbility to communicate effectively with cross-functional teams and executives\nBonus\nExperience working in a startup environment\nFamiliarity with shipping networks and/or carrier policies\nSchedule\nThis role is expected to work a schedule that includes a weekend day. Specific hours and days will be confirmed during the process.\nTraining is Monday to Friday for the first 8 weeks regardless of the assigned shift.\nWhat is in the Shippo Package?\nHealthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents). Pets coverage is also available!\nTake-as-much-as-you-need vacation policy & flexible working hours\nOne week-long company wide winter slow down\n3 Volunteer Days Off (VTOs)\nWFH stipend to set up your home office\nCharity donation match up to $100\nDedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth\nFun 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\nCompensation\nOur CompensationShippolicy:\nWe 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 $60k to a max $74k annual salary (we tend to anchor our offers at the mid point $68k). 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.\nThe 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.\nSailthrough the process:\nHere 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 \nShippos in the wild:\nOur 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.\nFor locations outside of the US and Ireland, the employment contracts are powered by Rippling.com.","description_format":"text","description_chars":6743,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Transportation & Logistics","Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-15T00:43:13Z"}],"visa":[],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.7,"p_room":0.55,"age_days":46,"expected_fill_days":36,"reasons":["conf:1","velocity","win:tail"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":74000,"is_top_pay":false},"html_url":"https://alion.io/job/shippo-product-support-lead-2","json_url":"https://alion.io/job/shippo-product-support-lead-2.json","meta":{"generated_at":"2026-10-18T06:56:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10313,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58594},"rest":"https://alion.io/mcp/rest/get_company?id=58594"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshippo-product-support-lead-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshippo-product-support-lead-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshippo-product-support-lead-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shippo-product-support-lead-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshippo-product-support-lead-2"}]}