Product Support Specialist II
The organization operates in the shipping and logistics support industry, addressing the challenges customers face in managing shipping, billing, and carrier interactions efficiently. It offers solutions aimed at simplifying shipping processes and resolving technical and carrier-related issues, supporting a broad user base remotely across multiple time zones.
About the Role
The Product Support Specialist II plays a critical role in ensuring customer satisfaction by providing expert assistance with shipping and technical issues. This position supports customers by troubleshooting, communicating product value, and managing account inquiries while collaborating with various internal teams. The role enhances the organization's ability to deliver seamless shipping experiences and maintain high service standards.
Responsibilities
- Manage shipping and handling operations support
- Communicate product features, functionality, and value to customers
- Troubleshoot technical problems, file bugs, and resolve carrier errors
- Handle account setup, billing questions, and compliance with shipping regulations
- Provide concierge-level support to premier accounts and escalate complex issues appropriately
- Determine when to resolve issues independently or escalate
- Apply product knowledge to troubleshoot integration issues across supported store platforms
- Collaborate with a remote team across multiple time zones via email, chat, and phone
- Work cross-functionally with Technical Support, Customer Success, Sales, Product, and Finance
- Use and maintain help center content, macros, and FAQs
- Utilize AI tools for research and problem-solving, finalizing responses independently
Requirements
- Minimum three years of direct customer-facing experience, including at least one year predominantly via written English communication
- At least one year of remote work experience
- Strong writing skills with the ability to adapt tone based on context
- Comfortable using AI as a research and thinking tool, with openness to advanced AI workflows
- Ability to identify customer business needs and communicate how the organization's solutions address them
Pay Range and Compensation Package
- The standard base pay range for this role is $55,000 to $67,000 annually, typically anchored at $61,000
- Base pay depends on factors including budget, experience, training, skills, business needs, and market value
- Total compensation includes equity and benefits such as medical, dental, and vision coverage
Benefits & Perks
- Healthcare coverage for medical, dental, and vision with 90% company coverage including dependents
- Flexible vacation policy and working hours
- Company-wide winter slowdown week
- Three volunteer days off
- Work-from-home stipend for office setup
- Charity donation matching up to $100
- Professional and personal development programs, coaching, and learning stipends
- Regular in-person team and company events through the company's remote work program