Team/Department Description:

The Auctane Support Operations team serves to process advanced support requests made by agents on behalf of

the customer in a timely manner. Performance is based on SLAs that lends itself to the overall customer experience.

Strategic Imperative:

The primary purpose of the User Support Specialist Lead is to respond to customer inquiries, provide information, and efficient user support primarily via email tickets, chats, and phone calls. Responsibilities include researching, maintaining a working knowledge of ShipStation and E-Commerce, documenting, and communicating to users and internally.

Qualifications - To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Position Duties: (typical monthly, weekly, daily tasks)

  • Resolves User issues efficiently by maintaining high levels of User interaction, prioritizing issues and triaging tickets.
  • Initiates escalations for cases that need more extensive troubleshooting, code changes, or other developer support utilizing a standard escalation process.
  • Communicates trending questions, issues, and product suggestions internally, clearly and concisely.
  • Knowledge of ShipStations new and existing features and integrations through deployment notes, documentation, and training. Ability to research individually using resources and draw conclusions using critical thinking. Ability to write clear and concise notes with appropriate detail following the escalation procedures.
  • Collaborates with other departments to ensure the user experience is seamless.
  • Lead, teach, and assist ShipStation Support staff assisting Users to resolve issues. Work with ShipStation User Support leadership team to improve process, policy, and staff expertise in resolving User issues.

Additional Position Duties – (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

  • Sit for prolonged periods of time
  • Utilize wrist and hands for a prolonged period of time
  • Walk short distances
  • Stand for short periods
  • Speaking and conversing with others
  • Lift up to 25lbs without assistance up to chest height



Required Education and/or Experience:                                                  

  • Bachelor’s degree preferred.
  • Three or more (3+) years’ experience working as a team member in a Contact Center.
  • Prior experience with a software or SaaS company preferred.


Computer/Software/Application Proficiency:                                         

  • Must be proficient in G-Suite
  • Understanding of software and the web. PHP, SQL, and JavaScript familiarity
  • Trello
  • Jira
  • Zendesk (Email, Chat, Talk)
  • Evernote
  • LiveChat
  • HTML, XML, API Documentation
  • Working knowledge of call center technologies and performance measurement systems, able to conduct an on-going assessment of their effectiveness. This includes telephony systems.


Skills and Knowledge:

  • Must demonstrate a talent for leadership.
  • Must have a “customer first” attitude and be service-oriented, friendly and possess a positive attitude.
  • Must be able to effectively interact with members of the Customer Care team and deliver constructive feedback to team members.
  • Excellent interpersonal and communications skills.
  • Outstanding written and verbal skills are required.
  • Ability to multi-task and work in a dynamic environment/adjust to change quickly
  • Solid time management and the ability to accomplish goals without much direct supervision.
  • Strong ability to assign and monitor work.
  • Excellent decision-making and organization skills.


Travel Requirements:

  • None


Equal Opportunity Employer/Veterans/Disabled

If you are based in California, we encourage you to read this important information about the ShipStation Privacy Policy for California residents linked here.

Apply for this Job

* Required

When autocomplete results are available use up and down arrows to review
+ Add Another Education
+ Add Another Employment

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at ShipStation Careers are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.