Customer Support Operations Developer | Zendesk Administrator

Before you read on, take a look around you. Everything you see has been shipped, often multiple times before reaching its destination. Global e-commerce sales are expected to total $5.5 trillion worldwide in 2022 and continue growing over the next few years. 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, and platforms 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.

How we’ll deliver success:

Our Customer Support team is looking for a world-class Customer Support Operations Developer to join our team and help shape the future of the customer experience for Shippo. The role is important because it ensures that our CS tech stack is modern, thoughtfully integrated, and provides a great employee experience for our CS team to better serve our customers. You'll play an integral role in the team improving operational efficiencies and scalability. You are an experienced Zendesk Support Administrator with analytical and methodical problem-solving skills. You are a critical thinker who defaults to a customer-centric approach and are innately interested in creative problem-solving around automating processes.

Shipping & handling responsibilities:

• Evaluating Zendesk usage and statistics to identify opportunities for scaling and improvement
• Maintenance and oversight of the numerous Support integrations and systems (Zendesk, Salesforce, Stripe, Jira, etc.).
• Building out integrations to streamline operations, increase automation, and mitigate the necessity for manual intervention.
• Develop processes to prioritize and implement configuration changes and feature deployments toward a common vision
• Self-motivated, detail-oriented, and have a desire for continuous learning
• A thorough internal communicator and you pride yourself on your meticulous documentation to process changes
• Proactively identifying the tools, materials, software, and environments necessary for the Support Team to ensure time to issue resolution is accelerated
• Advanced data analysis skills

Requirements

Do you tick the boxes?

Must Haves:

• Zendesk Administrator (certifications a plus)
  • Experience reimagining existing Zendesk Helpdesk set-ups
  • Experience building out dashboards for Product/Eng
  • Experience with integrations, particularly pertaining to Zendesk (at Shippo this means with Segment, Workato)
• Data analytics experience BI and Log Tools (at Shippo we use Mode, Sumo, New Relic, Looker, Postgresql)
• Zendesk App Development (HTML, CSS, Javascript, jQuery & Template engines, code versioning tools)

Nice to haves:

• Pre-built API integration skills
• Node JS & PHP - Knowledge of Cloud Platforms like Google Cloud or AWS
• Knowledge of Python, Go
• Familiarity with integrating with Salesforce

Benefits

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 work arrangements
• Two x one week company shutdowns
• 3 VTO days for ShippoCares volunteering events
• Annual personal development learning stipend
• Charity donation match up to $100
• We offer up to 12 weeks of paid parental leave for all birthing and non-birthing parents.
  

Our Compensation Shippolicy:

Here at Shippo, we believe compensation is a custom experience and we are committed to fair and equitable compensation practices. The standard base pay range for this role is min $99K to a max $130k annual salary. We tend to anchor our pay around the middle of this range ($114K mid) with most offers that we make. Since we are focused on hiring Shippos Everywhere, we have 2 US pay ranges, a standard compensation range (shown above) for the majority of the US and a standard +1 compensation range for those who live in areas where the