Here at Shippo, we are the shipping layer of the internet and we consider ourselves to be one of the core building blocks of e-commerce.

Our mission is to make merchants successful through world-class shipping. With our products and solutions, we level the playing field by providing our customers with best-in-class solutions that otherwise wouldn’t be available to them. Through Shippo, e-commerce businesses, marketplaces, platforms, and a variety of logistics infrastructure providers are able to connect to shipping carriers around the world from one API and dashboard. We provide our customers with the most competitive shipping rates, print labels, automated international documents, shipment tracking, facilitate the returns process, and more.

Our workforce, much like the packages we help ship, spans across the globe. This means, through Shippo’s “remote-first” policy, our hires can be based anywhere globally, with the exception of Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia. For locations outside of the US and Ireland, the employment contracts are powered by Remote.com (all Shippo perks still apply – including equity!). What is important to emphasize is that you can be successful at Shippo regardless of location.

Shipping & Handling* Responsibilities:

  • Develop Shippo’s customer support strategy and philosophy
  • Develop infrastructure to ensure the teams scale in a cost-effective and efficient manner, including workforce management, process improvements, tools, automation, and systems integrations
  • Represent customer support and our customers on a leadership level
  • Work closely with the rest of the leadership team for cross-functional alignment and serve as the primary escalation point for Support questions or issues while working across Engineering, Sales, Customer Success, Operations, and Product Management, to ensure successful customer outcomes
  • Be the “Voice of the Customer” to the Product team to ensure we continue to evolve in ways that align with the goals of our customers while also delivering long-term solutions

Do you tick the boxes*?

  • Proven experience (3+ years) in senior-level Customer Success or Customer Support in a fast-paced environment
  • Strong operational understanding of simultaneously building support teams and processes from the ground up
  • You own customer support and bring in a “The buck stops with you” attitude
  • Data-driven and customer-first decision maker
  • Deep analytical, pragmatic and adaptable mindset, with the ability to evaluate complex data and make recommendations
  • Excellent team-building, leadership, and cross-departmental communication skills

What’s in the Shippo package*?

  • Medical, dental, and vision healthcare coverage for you and your dependents
  • Pets coverage is also available!
  • Flexible time off policy and working arrangements
  • Two 1-week company shutdowns to rest and recharge (summer and winter)
  • 3 days off for ShippoCares volunteering events
  • Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
  • Charity donation match up to $100
  • Fun team meetups through our Shippos everywhere program that includes regular team and company off-sites throughout the year as well as gatherings with your local Shippos

Sail* through the process:

  • Here at Shippo, we celebrate inclusivity and are committed to creating opportunities for people from diverse backgrounds, perspectives and geographies. These values define who we are and everything we do, thus we do our best to make our recruiting process accessible and transparent. For support, please reach out to [email protected]