Description

We’re looking for a Technical Support Specialist to join our Customer Experience team. You’ll be on the front lines helping our merchants succeed—answering technical questions, troubleshooting issues, and acting as a voice of both the customer and our product. You’ll work closely with support leadership, engineering, and product teams to resolve issues quickly and clearly.

This role is ideal for someone who’s detail-oriented, empathetic, and thrives in fast-paced, startup environments. Experience with Shopify is a must, and a passion for great customer service is non-negotiable.

What You’ll Do

• Manage an inbound queue of support tickets (email and chat) and triage technical issues from our merchants.
• Provide clear, friendly, and timely support, occasionally hopping on Zoom calls if needed.
• Collaborate with our engineering team to escalate and troubleshoot more complex issues.
• Communicate consistently with merchants to provide updates and ensure resolution.
• Perform QA on new features to catch bugs and ensure a smooth launch.
• Contribute to documentation and help center updates to improve self-service.

What We’re Looking For

• 2–4+ years of experience in technical or customer support at a SaaS company.
• Experience working with Shopify is required.
• Strong written communication skills and a calm, customer-first mindset.
• Familiarity with tools like Zendesk, Slack, Linear, and Notion (or similar).
• Able to manage multiple conversations at once and stay organized under pressure.
• Bonus: Experience working in ecommerce, subscriptions, or with APIs.

Note: If you feel strongly that you have what it takes for this role but don’t check 100% of the boxes—that’s okay—we encourage you to apply anyway and highlight what you can bring to the table.