Technical Support Specialist for a Shopify App

Philippines
Permanent
Full-time

3 hours ago

JOB OVERVIEW**PLEASE DO NOT APPLY FOR THIS POSITION IF YOU DO NOT HAVE PREVIOUS WORK EXPERIENCE SUPPORTING SAAS OR ECOMMERCE PLATFORMS****APPLICANTS WITH KNOWLEDGE OF CONVERSION RATE OPTIMIZATION (CRO) BEST PRACTICES WILL BE GIVEN PRIORITY**The company is the leading optimization and personalization platform for Shopify brands. With an AI-powered, never-seen-before visual editor, we enable you to customize every page and component on your store, tailor personalized experiences to multiple audiences, and add product recommendations and upsells through continuous and robust A/B testing.We are a lean team and a young company, but already working with thousands of leading Shopify brands and agencies, including Laura Geller, Andie Swim, Faherty, Moroccan Oil, and The Oodie.About the Position:
We are looking for a Technical Support Specialist to join our team. In this role, you will be responsible for delivering prompt, high-quality responses to customer inquiries. You will take the time to understand each customer's unique needs, including their business size, background, prior interactions, and goals, in order to offer more personalized and insightful support.The ideal candidate should be personable, detail-oriented, and professional. We expect the ability to achieve excellent service outcomes and demonstrate strong research skills.The Specialist should be adaptable, able to respond to various requests appropriately (rather than relying on scripts) and strive to deliver exceptional service at all times.Responsibilities:

Monitor, troubleshoot, and respond to inbound and support-related inquiries in real time, providing clear and helpful responses
Open and monitor Jira tickets escalating internally as needed
Go beyond just answering the question at hand-take the time to understand who the customer is, their business size, and their goals to offer relevant and strategic support
Provide guidance on CRO best practices based on the customer's needs with support from CRO experts

Requirements:

Excellent English communication skills: verbal, written, and reading is a MUST
4 + years of experience in customer support (preferably in SaaS, eCommerce, or tech) is a MUST
3+ years of hands-on Shopify experience is an ADVANTAGE
Experience working with HubSpot or similar CRM/ticketing systems is ADVANTAGE
Familiarity with conversion rate optimization (CRO) best practices
Team player - joining a small team in a fast-paced start-up, hungry to learn and work together
Proactive, customer-first mindset, with a curiosity to understand the customer's business and provide context-aware support
Ability to problem-solve and provide thoughtful and accurate responses

Work Schedule

This is a full-time position in a work-from-home setup. You will be working 8 hours a day, 5 days a week.

TO APPLY FOR THIS POSITION, FOLLOW THE INSTRUCTIONS BELOW:
1. Include the phrase "SaaS" in your SUBJECT.
2. Send a COVER LETTER with a LINK to your CV/Resume.***APPLICATIONS WITHOUT CVS/RESUMES WILL NOT BE CONSIDERED***SKILL REQUIREMENT

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