Product Support Specialist - Logistics ERP & Accounting

About the role

You are the first person customers reach when they need help. We are hiring at two levels:

- Product Support Specialist (0 to 3 years): first-line support. Respond fast, resolve from our knowledge base, and escalate with full context

- Senior Product Support Specialist, Finance & Accounting (3 to 5 years): resolve complex finance issues across invoicing, ledgers, GST and TDS, reconciliation and reports, and diagnose bugs with our engineers

Shipmnts is an AI-native platform that runs the operations and finance of freight forwarders, customs brokers and logistics companies. 180+ companies across India, the UAE and the US run their business on Shipmnts.

What you will do

- Respond to tickets, chats and calls within our target times

- Diagnose each issue: configuration, data or product bug

- Keep customers updated until their issue is resolved

- Tag tickets accurately; this data improves our help centre and AI agent

- Write help articles for recurring issues

- Take part in the weekend support roster

- Senior level also: own escalated finance tickets end to end, work with on-call engineers on fixes, and coach first-line colleagues

What you will bring

Product Support Specialist

- 0 to 3 years in customer support, product support or operations; freshers with strong grasping are welcome

- Clear written and spoken English and Hindi

- Patient, structured and curious about how things work

Senior Product Support Specialist, Finance & Accounting

- 3 to 5 years of accounting experience (books, GST, TDS, reconciliation) plus hands-on use of an accounting system or ERP

- Methodical troubleshooting and clear written English

- SaaS or ERP support experience is a plus

Location and salary

- Ahmedabad (office)

- Product Support Specialist: Rs 2.5 to 4 LPA

- Senior Product Support Specialist: Rs 4 to 6.5 LPA

How we hire

A practical exercise on sample customer tickets, followed by an interview.

Your growth path

Product Support Specialist > Senior Product Support Specialist > Backup Support Lead > Customer Support LeadRole & responsibilities

Preferred candidate profile

Perks and benefits