Posted:4 weeks ago|
Platform:
Hybrid
Full Time
Key Responsibilities Provide responsive and detailed technical support to merchants via email, chat, and phone. Troubleshoot issues related to app functionality, Shopify integrations, and third-party services. Proactively engage in outbound communications to follow up on unresolved issues or product changes that affect customers. Collaborate with internal teams to escalate and resolve bugs, performance issues, and UX/UI concerns. Maintain accurate ticket records and follow up in a timely manner to ensure resolution and customer satisfaction. Contribute to support documentation, macros, and internal playbooks to drive self-service and operational efficiency. Champion the voice of the customer by sharing insights and feedback with the Product and Engineering teams. Requirements 3-5 years of technical support experience, preferably in a SaaS or e-commerce environment. Strong understanding of Shopify, mobile app ecosystems, and customer success practices. Experience supporting mid-market or high-touch clients and managing high-stakes issue resolution. Proficiency with helpdesk tools such as Zendesk, Intercom, or Gorgias. Excellent written and verbal communication skills with an emphasis on clarity, empathy, and technical accuracy. Ability to prioritize and manage multiple conversations and tickets in a fast-paced environment. Comfortable working cross-functionally and independently in a remote-first culture.
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