About the job
We are looking for a full-time Claims Specialist to join our team. As the shipping layer of the internet, Shippo provides merchants, and shippers of all sizes, the tools they need to ship as efficiently as possible with ease. A component of this is assisting our partners and merchants in the management and processing of claims when a shipment does not go as planned.
Responsibilities:
Our Claims Specialists sit under our Customer Support Organization, and work alongside customer facing teams to provide frontline support to our internal and external stakeholders. This includes our merchants, our ecommerce partners, and our carrier partners.
As a Claim Specialist, you will serve as a dedicated resource, providing a critical layer of support to our users.
As a Claims Specialist, you will:
- Serve as the subject matter expert on all things related to claims
- Assist in the processing and submission of claims. This includes:
- Timely and accurate data entry into a variety of portals, spreadsheets, and databases
- Managing communication between all stakeholders for status updates and issues requiring the retrieval of additional information
- Assist in a variety of customer inquiries via email and phone with empathy and accuracy. Inquiries include:
- Questions surrounding policies, submission requirements, submission timelines, and processing timelines
- Questions surrounding shipment insurance options and carrier liability
- Assist in troubleshooting processing errors for internal and external stakeholders and work cross functionally for a timely resolution following the appropriate escalation path as needed
- Assist in the development and maintenance of documentation including:
- SOPs for Internal claims processing
- Public, customer facing material surrounding claim submissions, policies, and carrier requirements
- Training material for internal and external stakeholders
- Assist in research when required by communicating with external ecommerce and carrier partners.
- Utilize critical thinking skills to process complex situations and provide personalized resolutions when applicable.
Requirements:
- Minimum of 6 years experience working in a direct customer-facing role, with at least one of those years being primarily via written communication in English
- Minimum of 1 year of experience providing phone and email support in a fast paced environment
- Minimum of 6 year of data-entry/clerical experience
- Minimum of 1 year of experience utilizing a CRM (Zendesk experience strongly preferred)
- Minimum of 3 year of experience utilizing tools including Google Apps and Slack
- Minimum of 1 year of remote working experience
- Impeccable writing skills, with the ability to modify your tone based on the context (customer’s happiness level, urgency of the situation, etc.)
- Minimum typing speed of 65 wpm
- Impeccable attention to detail
- Ability to work across teams to get customer issues resolved
- Experience previously worked in a startup environment is a huge plus - doing customer support for a company like Shippo is very different from working for a larger, more regimented company
- Ability to surface customers’ business needs and communicate Shippo’s ability to meet those needs
- Experience with claims, insurance, or warranties is preferred.
- Understanding of shipping networks, carrier policies, and package insurance a huge plus.
- Language support - if you speak another language, that is a plus! We're looking for Spanish, French, German, and Italian!
Schedule:
Our customers are shipping around the clock and it is imperative to our business that we are able to provide support during key hours. Holidays are required on a rotational basis (with advanced notice).
We are currently hiring for Monday-Friday, 10:00AM - 7:00PM PST. We ask that you please not apply unless you are able to work this shift continuously.
Weekend/Holiday coverage will be required on a rotational basis with advanced notice.
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].
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.
