About Company
Shopify is a leading global commerce company, providing essential internet infrastructure for commerce, offering trusted tools to start, grow, market, and manage a retail business of any size. We champion entrepreneurs and their dreams, powering millions of businesses worldwide. Our mission is to make commerce better for everyone, so businesses can focus on building and selling their products, and customers can have the best shopping experience possible. We are dedicated to building a diverse and inclusive workplace where everyone can thrive and contribute to our shared success.
Job Description
Are you passionate about helping others succeed? Do you have a knack for problem-solving and a deep understanding of the e-commerce landscape? Shopify is looking for a dedicated and empathetic Customer Support professional to join our team. In this role, you will be the front-line ambassador for our merchants, providing exceptional support and guidance to help them navigate the Shopify platform and grow their businesses. You’ll be responsible for resolving technical issues, answering product-related questions, and offering strategic advice that empowers merchants to achieve their goals. This is more than just troubleshooting; it’s about building relationships, understanding merchant needs, and contributing directly to the success of countless entrepreneurs around the globe. If you are a proactive communicator, a quick learner, and thrive in a fast-paced, innovative environment, we encourage you to apply and become a vital part of the Shopify ecosystem. While this specific role is remote, fostering independence and flexibility, we value strong team collaboration and offer robust resources to ensure your success.
Key Responsibilities
- Provide timely, accurate, and empathetic support to Shopify merchants via email, chat, and occasionally phone, addressing their inquiries and issues.
- Diagnose and troubleshoot technical issues related to the Shopify platform, apps, themes, and integrations.
- Educate merchants on Shopify features, best practices, and potential solutions to optimize their online stores.
- Escalate complex issues to specialized teams when necessary, ensuring seamless resolution for the merchant.
- Contribute to knowledge base articles and internal documentation to improve support resources.
- Gather and relay merchant feedback to product and engineering teams to help drive platform improvements.
- Stay up-to-date with new Shopify features, products, and industry trends to provide cutting-edge advice.
- Maintain a high level of customer satisfaction and strive to exceed performance metrics.
Required Skills
- Minimum of 1 year of experience in a customer support or service role, preferably in tech or e-commerce.
- Excellent written and verbal communication skills with a strong ability to explain technical concepts clearly.
- Demonstrated problem-solving abilities and a proactive approach to issue resolution.
- Familiarity with the Shopify platform, including basic store setup, theme customization, and app integration.
- Strong empathy and active listening skills, with a genuine desire to help others.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Proficiency with common CRM software and support tools.
Preferred Qualifications
- Experience running or managing an e-commerce store, ideally on Shopify.
- Knowledge of HTML, CSS, or Liquid (Shopify’s templating language) is a plus.
- Bilingual or multilingual abilities (especially Spanish, French, or German).
- Experience with other e-commerce platforms or payment gateways.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off and flexible work arrangements.
- Retirement savings plan with company match.
- Professional development opportunities and continuous learning programs.
- Access to Shopify’s product and services at no cost.
- Dedicated wellness programs and mental health support.
- Vibrant and inclusive company culture with regular virtual team events.
How to Apply
Ready to make an impact with Shopify? We encourage you to click on the application link below to submit your resume and cover letter. Tell us why you’re the perfect fit for this role and how your skills and passion align with our mission to empower entrepreneurs. We look forward to reviewing your application!