SU - Technical Customer Support Specialist

At a top level, you’ll be working within our technical onboarding and support process, helping our customers launch while delivering a great experience along the way.

You’ll be part of our support department, responding to technical and implementation queries, and ultimately helping retain our customers by delivering first-class service.

As a trusted team member, you'll understand our customers’ business needs and help them get the most value and the best experience. Technical skill, great communication, and strong organizational abilities are central to this role. You’ll be part of a brilliant onboarding department!

• Work within our support team to ensure all customer queries are responded to and resolved in a timely manner via our helpdesk (and within our SLAs for Enterprise customers).
• Handle a variety of queries, from rapid-fire “how do I?” questions to those requiring deeper technical investigation.
• Effectively escalate queries when further technical investigation is needed.
• Identify and improve key areas of the product that require better documentation, enabling clients to self-help in the future.

As you grow within the role, you'll also be involved in more technical challenges, including:

• Work alongside our technical team to assist in implementation requests from customers, including installing solutions on Shopify storefronts. (We don’t expect you to be an expert in Shopify coding, but you should pick things up quickly!)
• Help apply advanced onboarding customizations (where agreed) and ensure seamless integration.

• Participate in onboarding meetings and video calls to help customers get the most from the platform.
• Guide customers through their queries and ensure they feel confident using the product.

✅ A willingness to learn and problem-solve.
✅ Strong communication skills on calls and in person.
✅ Ability to quickly pick up new systems, such as CRMs or eCommerce platforms.
✅ A passion for problem-solving—an excitement for tackling tricky problems or new challenges.
✅ A sense of urgency and satisfaction from going above and beyond to provide solutions.
✅ An exceptional eye for detail and excellent organizational and communication skills.
✅ Ability to work remotely and a desire to make an impact at a high-growth company.
✅ Excellent customer service and English fluency (written and spoken).

💡 Nice to Have:

• Basic knowledge of HTML and CSS (to help diagnose frontend queries).
• A basic understanding of the Shopify eCommerce solution.
• Ability and desire to work flexible shifts.