About the role
Senior Manager, Technical Support Senior Manager, Technical Support About Shippo At Shippo, our vision is bold and clear: we are the shipping layer of the internet. Our mission is to make every merchant successful through excellent shipping, delivering world-class logistics technology and infrastructure. We’re building the backbone of global e-commerce — connecting merchants to carriers worldwide through a single API and intuitive dashboard. As a remote-first and globally distributed team , we believe flexibility fuels trust, autonomy, and performance. Our diverse perspectives — across continents, cultures, and time zones — drive our innovation and enable us to build solutions used by businesses everywhere. We invest in modern, scalable technology so our teams can build, ship, and iterate with confidence. Your impact starts here: every person at Shippo plays a direct role in shaping the infrastructure that powers global commerce and makes shipping simpler for businesses around the world. How we will deliver success together: Shippo is building a dedicated Technical Support function to support our most strategic partners who are organizations that integrate deeply with our platform via APIs and rely on us for fast, accurate, and expert technical support. As our Senior Manager, Technical Support you will lead a globally distributed team of Technical Support Specialists responsible for resolving complex API and integration issues while driving operational excellence at scale. This role requires strong people leadership, deep technical credibility in API-based SaaS environments, and the ability to operate effectively across time zones, cultures, and cross-functional partners. You will be hands-on when necessary, but your primary focus will be building a resilient, high-performing team and improving how we support partners globally. Shipping & handling responsibilities People Leadership & Global Team Management Design and build a 24/7 technical support operation Lead, coach, and develop a globally distributed team of Technical Support Specialists supporting API-driven partners. Create clarity and accountability across time zones through strong operating rhythms, documentation, and async communication. Own hiring, onboarding, performance management, and career development for team members in multiple regions. Foster a culture of technical excellence, inclusion, continuous learning, and customer empathy. Technical Ownership & Escalations Act as a senior escalation point for complex partner issues involving APIs, integrations, authentication, webhooks, and platform behavior. Guide deep technical investigations and ensure issues are resolved with durable, scalable solutions. Partner closely with Engineering to drive effective handoffs, root-cause analysis, and post-incident reviews. Ensure high-quality technical documentation, runbooks, and knowledge articles are created and maintained. Partner Experience & Customer Advocacy Support high-impact partner interactions and escalations, serving as a trusted technical leader when needed. Translate partner feedback and recurring issues into clear, actionable insights for our Product, Strategic Partnerships and Sales teams. Ensure consistent, high-quality partner experiences regardless of region or support channel. Operational Excellence & Scale Define and improve global support workflows, escalation paths, and coverage models. Track and improve key performance metrics including time to resolution, escalation rates, partner satisfaction, and issue recurrence. Use data and trend analysis to identify systemic issues and prioritize operational improvements. Partner with Support Operations and tooling teams to drive automation, scalability, and efficiency. Cross-Functional Collaboration Build strong working relationships with Product, Strategic Partner and Sales teams across regions. Represent Technical Support in cross-functional forums, planning sessions, and incident reviews. Communicate clearly and confidently with stakeholders, including senior leadership, on technical issues, trends, and team performance. Your shipping requirements 8+ years of experience in technical support, including 3+ years managing technical or specialized support teams. Strong hands-on experience supporting API-based SaaS products. Deep understanding of REST APIs, HTTP methods, authentication (OAuth, API keys), webhooks, and integration troubleshooting. Experience leading remote and globally distributed teams. Proven ability to manage complex escalations and influence cross-functional partners. Strong operational and analytical skills with experience using data to drive improvements. Excellent written and verbal communication skills, especially in distributed, async environments. Bonus Experience supporting B2B SaaS platforms with partner or developer ecosystems. Familiarity with SQL, logs, monitoring tools, or debugging distributed systems. Experience scaling support teams or processes in a high-growth environment. Prior experience working with international customers and understanding regional support considerations. Leading a 24/7 team What is in the Shippo Package? (For US only) Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents). Pets coverage is also available! Take-as-much-as-you-need vacation policy & flexible working hours One week-long company wide winter slow down 3 Volunteer Days Off (VTOs) WFH stipend to set up your home office Charity donation match up to $100 Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth Fun team in person time through our Shippos Everywhere program which includes regular team and company off-sites throughout the year as well as local Shippos gatherings Compensation Our Compensation Ship policy: 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 $160k to a max $217k annual salary (we tend to anchor our offers at the mid point $189k). 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. The actual base pay is dependent upon many factors, such as: financial budgets, work experience, training, transferable skills, business needs, and market value. The base pay salary ranges are subject to change and may be modified in the future. Total compensation for this role will include, equity, medical, dental, vision and other benefits noted in our Shippos “package” section. 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 [email protected] Shippo s 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. Apply now Customer Support Remote (United States) Share on: Apply now Terms of service Privacy Cookies Powered by Rippling