Business Critical Support Specialist

Job description

At ShipHero, we make it easy to manage eCommerce logistics in more ways than one. Our proprietary Warehouse Management Software (WMS) allows our customers to run an efficient warehouse and fulfill customer orders quickly and accurately. Our fulfillment division operates our own warehouses, providing fulfillment services for brands across the US and Canada. As we scale to support our most high-value customers, we are launching a newly created premium support tier to deliver high-touch, priority service. To help build a nd execute this vision, we're looking for a Business Critical Support Specialist to manage critical technical esc alations and ensure strict adherence to premium Service Level Agreements (SLAs). In this high-stakes, fast-paced role, you will work in lockstep with the Head of Business Critical Support to provide seamless resolutions for VIP SaaS clients while helping refine our operational playbook for this growing function. The ideal candidate is an execution-focused, highly technical individual contributor with exceptional crisis management skills, deep troubleshooting aptitude, and a passion for delivering elite customer support. ESSENTIAL FUNCTIONS/RESPONSIBILITIES OF THE POSITION : Premium Support Execution: Serve as a dedicated point of contact and senior escalation resource for premium SaaS customers, managing high-stakes technical roadblocks, complex workflows, and critical service disruptions with extreme urgency and care. SLA Compliance: Consistently meet or exceed strict, uplifted Service Level Agreements (SLAs), ensuring Business Critical customers receive priority routing, rapid responses, and comprehensive resolutions. Cross-Functional Incident Management: Partner closely with Engineering, DevOps, and Product teams to shepherd critical bug fixes, facilitate rapid incident resolution, and advocate fiercely for the operational needs of high-revenue clients. Operational Playbook Optimization: Assist the Head of Business Critical Support in testing, validating, and documenting the workflows, standard operating procedures (SOPs), and overarching playbook for this new premium service tier. Proactive Client Communication: Act as the primary technical communicator during system outages or complex escalations, providing clear, continuous, and highly professional status updates to both external C-suite clients and internal leadership. Trend Identification: Monitor the specific technical challenges faced by VIP customers, reporting recurring friction points to leadership to proactively prevent future escalations. POSITION QUALIFICATIONS: Education : Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field (or equivalent professional experience). Experience : 3–5 years of experience in Customer Support, Technical Support, or Escalation Management within a complex SaaS or technology environment. Proven track record of directly managing VIP, Enterprise, or high-revenue accounts in a premium or dedicated support capacity. Experience working in early-stage, agile, or 'zero-to-one' team environments where processes are actively being built and refined is highly preferred. Skills : Crisis Management & Troubleshooting: Exceptional analytical problem-solving skills with the ability to remain calm, focused, and highly communicative under pressure during critical system outages. Communication & Language: Advanced proficiency in written and spoken English, featuring the professional polish and empathy required to engage directly with C-suite stakeholders and critical accounts. Cross-Functional Agility: Strong collaborative and relationship-building skills to effectively secure necessary prioritization and resources from backend engineering teams. Adaptability: High level of flexibility and initiative, capable of executing rigorous day-to-day support while simultaneously helping to build and optimize new departmental processes. Location & Travel Requirements Eligible Locations: We are exclusively accepting applications from candidates based in the United States (Salaried) and Argentina (Contractor / 1099). Travel Expectations: On-site customer visits are an essential part of this role, so a willingness and ability to travel is required. Visa Status: All candidates must currently hold a valid visa or ESTA to enter the United States. Our deal The company provides equipment you need to be happy at your job. PTO + holidays. Mandatory fun time. We mean it. Work-life balance in spades. Robust benefit offers include Health, Dental, Vision, Life, Accident, Short Term Disability and Critical Illness. (This benefit only applies to U.S. salaried employees.) Our core values Do the right thing - Our employees are held to the highest standards. We act with integrity and honesty, embrace accountability, and do what’s right, even when no one is watching. Tenacity - We take a relentless approach in our business: We show up expecting to win every day, obsess about serving our clients and employees, and are driven by results. Have Fun & Be Bold - We support work-life balance and have fun while being our bold and authentic selves. Scrappiness - We do more with less. We are scrappy, determined, resourceful, and relentless in delivering results. ShipHero would like to thank all applicants for their interest; however, only those selected for an interview will be contacted. Ship Hero is committed to a diverse and inclusive workplace. ShipHero is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other characteristic protected by law. We are committed to providing employment accommodation in accordance with the law. If you require accommodations due to a disability at any stage of our hiring process, please notify our Human Resources Team.