Technical Customer Support Representative for a Shopify app - remote

Froonze

Posted 4 months ago

Shopify Communication Seo Saas Writing Video Product Startup System B2b Customer Email Mockups Build App French New For Marketing Editing Other

We are a small team of 3 people that has been building tools for Shopify merchants for over 2 years. We’ve been growing steadily and now reached a point where we need a dedicated customer support representative.

Up till now even though we did not have a dedicated CS rep, we still took customer support very seriously as is evidenced by our app’s excellent rating. Now we are ready to take our customer support to an even higher level.

You will be our first CS rep which means you will be a very important part of the team. You will help us build a system and processes for future CS team members.

You will also be able to try yourself in other aspects of business. Initiative is always welcome here.

Some of the most important duties:

Communicating with customers either via live chat or email and resolving any problems they have
Continuously learning about the features of our app and broader Shopify ecosystem to be able to help our customers better
Summarizing product feedback from merchants and suggesting new ways of product improvement
Perform manual app tests for new feature releases
Some non-CS related work (e.g. researching a tool, writing blog posts, making some mockups). These tasks will be assigned based on natural abilities and interests.

Must have:

Knowledge of basic JS/HTML/CSS and willingness/interest to learn more if needed
Superb written and verbal communication skills
You enjoy talking to people and solve their problems
Able to handle “hard” customers (we have very few of those though 😊)
Proficient in discussing technical concepts at a high level
Ability/willingness to write technical documentation/articles
Willingness to perform non-CS related tasks (we are a small startup and we all wear multiple hats)
Willingness to have at least 4 hour overlap at least with GMT+7 9am-6pm

Nice to have:

Experience working with Shopify, especially something related to theme development/customization
Experience working with B2B SaaS
Additional languages (especially French, Spanish and Italian)
Any other skills that can be beneficial to a startup (e.g. marketing, SEO, video editing, etc)

Salary:

Negotiable

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