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 and execute this vision, we're looking for a Business Critical Support Specialist to manage critical technical escalations 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 idóneo 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 testi

📌 Business Critical Support Specialist (Argentina)
🏢 ShipHero
📍 Argentina