We are a rapidly growing subscription management platform built for e-commerce brands on Shopify.
Our primary market is the US, with a growing presence in Europe and ANZ. We are scaling rapidly, driven by a strong product and exceptional merchant experience.
Our DNA
- High Agency Action over instruction
- High Ethics Trust is the foundation
- Positive Attitude Solutions over excuses
- Impact-Driven If it doesn't move the needle, it doesn't matter
About the Role
You will be responsible for delivering exceptional customer experiences through chat, email, and Slack. You’ll resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support.
This role involves collaborating with internal teams, identifying process gaps, and staying updated on product improvements to drive efficiency and customer satisfaction.
Key Responsibilities
- Resolve product-related queries using chat-based software and manage merchant issues on Slack.
- Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions.
- Proactively identify and resolve process issues to improve support efficiency.
- Consistently meet quality standards, KPIs, and KRAs across all support channels, including email, chat, Slack, and video.
- Provide technical troubleshooting and product expertise for Shopify subscriptions, using internal documentation and staying updated on product changes.
- Identify trends and report missing documentation to relevant teams.
- Address outages or critical issues quickly, ensuring timely communication with engineers and managers.
- Provide outbound video support as requested.
Ideal Profile
- 1–5 years of experience in customer support or a related customer-facing role.
- Understanding of JavaScript, HTML, and CSS.
- Initiative-focused mindset with a self-driven approach.
- Solid problem-solving skills and attention to detail.
- Strong written and verbal communication skills.
- Bachelor’s degree in a technology-related field.
- Experience in the SaaS industry.
Good to Have
- Experience in the e-commerce industry.
- Exposure to startup environments and the ability to adapt quickly.