Technical Account Manager

Technical Account Manager

About Us:

ShipperHQ is headquartered in Austin, TX, making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 50+ team members spread across the globe, with 30+ members based in Austin, Texas. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.

What You’ll Do:

As a Technical Account Manager (TAM) at ShipperHQ, you’ll play a key role in our Customer Success Team, acting as the primary point of contact for customer support and technical guidance. You’ll work closely with clients to troubleshoot issues, optimize configurations, and ensure a seamless experience. Your advocacy and expertise will drive customer success and strengthen long-term relationships.

Your Impact:

• Become a ShipperHQ product expert, providing accurate guidance and best practices to clients.
• Partner with customers to understand their business goals and guide them through account configuration and ongoing maintenance.
• Assist Sales and Implementation teams by troubleshooting technical issues via ticketing systems and client calls.
• Diagnose and resolve support issues while maintaining up-to-date client records in our CRM.
• Consistently meet and exceed key performance metrics (KPIs), ensuring a high standard of customer satisfaction.
• Proactively monitor customer accounts to identify escalation risks, upsell opportunities, and feature requests, flagging them to the appropriate teams.
• Enhance customer experience by updating internal and external knowledge base articles.
• Escalate technical issues or potential bugs internally while ensuring proper SLA response times.
• Provide valuable customer feedback and insights to Support, Product, and Marketing teams.

What We’re Looking For:

• 3+ years of experience in technical support, account management, or customer success.
• Experience with SaaS products or e-commerce platforms is a plus.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues.
• Experience with CRM tools (HubSpot is preferred).
• Familiarity with APIs, webhooks, or technical configurations.
• Excellent problem-solving skills with a keen eye for detail.
• Strong written and verbal communication skills, with a customer-first mindset.
• Able to maintain an organized CRM pipeline by completing tasks and responding to client inquiries in a timely manner.
• Ability to multitask and thrive in a fast-paced environment.
• Comfortable navigating ambiguity and taking initiative to find solutions in a dynamic, high-growth organization.

Why ShipperHQ?

This is a fast-paced environment where no two days look alike. For the right candidate with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in three years at other companies because of our collaborative learning culture that fosters continuous growth and innovation.

Benefits and Perks:

• Collaborate with a motivated team, directly tying your results to organizational success
• Enjoy 22 days of PTO plus public holidays
• Benefit from 401k Match
• Medical, Dental, and Vision Insurance
• Maternity and Paternity Leave

Logistics:

• This is a full-time position working out of our Austin, TX, office 2 days a week.
• Compensation is based on experience.

At ShipperHQ, we’re proud to be a team that’s as diverse as the merchants we serve. As a member of the e-commerce community, we take our responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.