Remote Product Support Lead: AI-Driven Escalations

Shippo; Northern (KY); Hybrid; USD 60,000 - 74,000; Full time

Benefits offered by this job

Healthcare coverage

WFH stipend

Learning stipend

Charity donation match

Team off-sites

Flexible vacation

Job summary

Shippo is seeking a Product Support Lead to own premier accounts end-to-end, manage escalations, and coordinate with cross-functional partners across the business. You will leverage AI to research complex tickets, de-escalate challenging conversations, and help shape product feedback for better customer outcomes.

The role requires 4+ years in SaaS customer support, exceptional written communication, and the ability to work in a remote-first, globally distributed team with weekend coverage

Qualifications

• 4+ years of experience in customer support in a SaaS or tech environment.
• Impeccable writing skills with the ability to adjust tone by context.
• Comfortable using AI as part of daily work with sound judgment on its output.

Responsibilities

• Own premier and high-tier accounts end to end, anticipating needs and tracking history.
• Take full ownership of escalated tickets as the single point of contact until resolution.
• De-escalate tense situations and communicate effectively at an executive level.
• Oversee the Product Support queue and document escalation patterns.

Skills

Customer support SaaS

Escalation handling

Excellent writing

AI in daily work

Cross-functional collaboration

Tools

CRM systems

AI tools

Job description

Shippo is seeking a Product Support Lead to own premier accounts end-to-end, manage escalations, and coordinate with cross-functional partners across the business. You will leverage AI to research complex tickets, de-escalate challenging conversations, and help shape product feedback for better customer outcomes.

The role requires 4+ years in SaaS customer support, exceptional written communication, and the ability to work in a remote-first, globally distributed team with weekend coverage