Customer Support Specialist
6 days ago
We’re looking for a Customer Support Specialist to provide email and chat support for merchants using our Shopify SEO app. The role involves troubleshooting customer issues, guiding merchants on app features and Shopify settings, and ensuring that every interaction is clear, friendly, and professional.
You will also collaborate with developers to escalate technical issues, document solutions, and turn common questions into easy-to-understand help center articles and FAQs. This position requires empathy, strong written communication, and a solid understanding of how Shopify apps and themes work, along with basic knowledge of technical SEO.
Responsibilities:
• Provide timely, empathetic, and accurate support via email and chat.
• Troubleshoot app functionality, theme compatibility, and setup issues.
• Collaborate with developers to reproduce and escalate technical problems.
• Write and maintain help articles, FAQs, and knowledge base documentation.
• Translate technical concepts into clear, user-friendly explanations.
• Collect feedback from merchants and share insights with the product team.
Requirements:
• 1–2 years of experience in customer support, ideally for a SaaS or Shopify app.
• Basic understanding of Shopify stores, themes, and apps.
• Familiarity with SEO fundamentals and structured data.
• Excellent written English and communication skills.
• Strong problem-solving and troubleshooting abilities.
• Ability to manage multiple conversations and prioritize effectively.
Nice to Have:
• Experience with Shopify app ecosystem or e-commerce platforms.
• Prior work with knowledge base management or technical documentation.
• Hands-on knowledge of schema markup, IndexNow, or other SEO protocols.
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