VIP SaaS Support Specialist — Premium Escalations

ShipHero; Argentina; Presencial; ARS 90.595.000 - 135.892.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equipment provided

PTO + holidays

Mandatory fun time

Health, Dental, Vision, Life, Accident

Short Term Disability and Critical Ill

Descripción de la vacante

ShipHero is expanding its premium support tier and seeks a technically adept specialist to manage high-stakes escalations for VIP SaaS clients. You will collaborate with Engineering, DevOps, and Product to maintain service integrity, minimize downtime, and uphold stringent SLAs.

The ideal candidate will bring crisis management, strong English communication skills, and a proven track record in enterprise support within a fast-moving, process-building environment.

Formación

• Bachelor's degree in Business Administration, Information Technology, Communications, or related field.
• 3–5 years in Customer Support, Technical Support, or Escalation Management in a SaaS/tech environment.
• Experience handling VIP/enterprise accounts in premium or dedicated support.
• Experience in fast-paced, early-stage teams building processes is highly preferred.

Responsabilidades

• Serve as a dedicated premium support escalation resource for high-value SaaS customers.
• Ensure SLAs are met or exceeded with priority routing and rapid responses.
• Partner with Engineering, DevOps, and Product to drive critical bug fixes and rapid resolution.
• Help test, document, and improve SOPs and the playbook for the premium service tier.
• Act as the primary technical communicator during outages with clear status updates to clients and leadership.
• Identify recurring pain points and report them to leadership to prevent future escalations.

Conocimientos

Crisis management

Troubleshooting

English fluency

Cross-functional collaboration

Adaptability

Educación

Bachelor's degree

Descripción del empleo

ShipHero is expanding its premium support tier and seeks a technically adept specialist to manage high-stakes escalations for VIP SaaS clients. You will collaborate with Engineering, DevOps, and Product to maintain service integrity, minimize downtime, and uphold stringent SLAs.

The ideal candidate will bring crisis management, strong English communication skills, and a proven track record in enterprise support within a fast-moving, process-building environment.