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Customer Support Specialist - US
Skills
E-CommerceShopifySoftware As A ServiceCustomer ServiceSupport DocumentationA/B TestingConversion Rate Optimization
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Shopify ecosystem experience including apps themes and merchant admin
- Direct-to-consumer and ecommerce fluency
- Proven front-line support experience across chat email and phone
- Strong written and verbal communication for non-technical merchants
- Strong diagnostic instincts with a bias toward full resolution
- Comfort working at pace in a high-growth environment
Nice to have
- A/B testing familiarity
- CRO familiarity
- SaaS support experience
- B2B software support experience
- Light HTML/CSS knowledge
- JavaScript exposure
- GA4 familiarity
- Segment familiarity
Day to day
- Own merchant support cases across chat email and phone with empathy and clarity
- Diagnose issues accurately and drive each case to a confident resolution
- Build deep product and Shopify platform knowledge while surfacing recurring issues to Product Engineering and Customer Success