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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Specialist - **Company:** Shipps Inc - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $60,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Software Quality Assurance (SQA) - **Published:** September 2, 2026 - **Apply:** https://ats.rippling.com/shippo/jobs/461203b3-352b-4acb-a3ff-162bdb87c50a ## About the Role 4+ years of experience in customer support in a SaaS or tech environment, with at least 2 year handling escalations Impeccable writing skills, with the ability to modify tone based on context (customer's happiness level, urgency, seniority of contact) Comfortable using AI as part of daily work, with sound judgment about when to direct, edit, or override its output Proven ability to de-escalate tense situations and communicate effectively at an executive level Ability to communicate effectively with cross-functional teams and executives Bonus Experience working in a startup environment Familiarity with shipping networks and/or carrier policies ## Description As a Product Support Specialist - L3, 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. You 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. Schedule This role is expected to work a schedule that includes a weekend day. Specific hours and days will be confirmed during the process. Training is Monday to Friday for the first 8 weeks regardless of the assigned shift. 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, SPMs, and SAMs 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 customer feedback AI-Fluent Work 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 Mentorship Mentor and guide product support specialists Conduct training sessions and create documentation for the Product Support team ## Related Videos - [How will artificial intelligence change the future of software testing?](https://www.wearedevelopers.com/videos/85-how-will-artificial-intelligence-change-the-future-of-software-testing) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Fleet Management - Reinvented](https://www.wearedevelopers.com/videos/473-fleet-management-reinvented) - [ Your Code Is the Sales Team Now](https://www.wearedevelopers.com/videos/100327-your-code-is-the-sales-team-now) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers)