Director, Customer Support
United States
Product Support /
Full Time - Remote /
Remote
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.
We’re looking for a strong operational leader to drive the Shippo customer and product support organization forward into a global 24x7 organization. You’ll lead a 25-person support team (and growing), and play a critical role in reshaping the function into a high-performing, scalable, and customer-obsessed organization.You’ll be stepping into a team that’s in transition both structurally and culturally. That means your day-to-day will toggle between optimizing operations, improving team performance, and shifting the culture to an empowered decision-making team of owners.This role is ideal for someone who thrives in change, builds trust quickly, and knows how to lead teams through transformation with clarity, empathy, and results.
Shipping & Handling Responsibilities:
- Operational Leadership & Team Management: Own day-to-day operations for a growing customer support team (currently ~25), including live, asynchronous, and tiered support functions.
- Identify and implement improvements across workflows, metrics, documentation, and tooling to drive speed, accuracy, and scale.
- Partner cross functionally to evaluate consolidation opportunities to bring disparate teams under one operational model.
- Establish and track performance benchmarks, SLAs, and KPIs to ensure team accountability and service excellence.
- Develop workforce management strategies to align staffing with volume and complexity.
- People & Culture: Manage, coach, and develop team managers and team leaders to operate with clarity, autonomy, and confidence.
- Support a shift in culture from reactive, approval-driven support to proactive, empowered, customer-obsessed problem solving.
- Help the team unlearn old habits while reinforcing values like ownership, curiosity, and continuous improvement.
- Promote psychological safety and a coaching-first leadership style that allows team members to grow and thrive.
- Cross-functional & Strategic Work: Partner closely with Product, Engineering, Success, and Ops to drive improvements in product experience, self-service, and issue resolution.
- Help build the case for and implement new technologies, workflows, and staffing models that support scale and quality.
- Act as a sounding board and execution partner to department leadership, helping pressure-test strategy, lead initiatives, and serve as a stabilizing force in times of change.
Do you tick the boxes?
- 12+ years of experience in customer support or customer experience, with 8+ years managing managers in a high-volume, tech-driven environment
- A track record of operational excellence — you’ve led teams through complexity, built or scaled systems, and delivered measurable results
- Strong change management and communication skills — you know how to lead through ambiguity and bring people along
- A leadership style that is high trust, low ego, and high accountability
- Comfort with metrics and tooling (e.g., Zendesk, Salesforce, Assembled, etc.)
- Bonus: experience consolidating or integrating multiple support teams under one model
What is in the Shippo package?
- Medical, dental, and vision healthcare coverage for you and your dependents. Pets coverage is also available!
- Flexible policy for PTO and work arrangement
- Two 1-week company shutdowns to rest and recharge (summer and winter)
- 3 VTO days for ShippoCares volunteering events
- Charity donation match up to $100
- Fun team events outside of work hours - happy hours, “escape room” adventures, hikes, and more!
$145,000 - $197,000 a year
We believe compensation is a custom experience and are commited to fair and equitable compensation practices. The standard base pay range for this role is min is $145k to a max $197k annual salary. We tend to anchor our pay in the middle of this range ($171k). Since we are focused on hiring Shippos Everywhere, we have 2 US pay ranges, a standard compensation range for the majority of the US and a standard +1 compensation range for those who live in areas where the cost of labor is higher, such as NYC and California.
Sail through the process:
Here at Shippo, we celebrate inclusivity and are committed to creating equal access to opportunities for people from all backgrounds, perspectives and geographies. These values define who we are and everything we do. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at accommodations@goshippo.com
Shippos in the wild:
Our people, much like the packages we help ship, are all over the world. This means, through our remote-first program, “Shippos Everywhere”, our roles can be based anywhere in the US with the exception of Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico and West Virginia and many roles can be based internationally.
For locations outside of the US and Ireland, the employment contracts are powered by Remote.com (all Shippo perks still apply - including equity!). What we want to emphasize is that you can be successful at Shippo regardless of location.
We leverage AI to review all resumes during the application phase to ensure fairness, comprehensively evaluate each submission, and mitigate bias. However, all decisions at every stage of the process are made by a real person.
