Merchant Support Specialist

Headquarters: United Kingdom,
URL:

We're seeking two exceptional Merchant Support Specialists to join our global team. This role is critical in ensuring our merchants succeed by providing world‑class support and insights that drive our product development.

• A patient, empathetic professional with a great sense of humour
• Exceptional written and verbal communication skills in English
• Tech‑savvy and proficient with SaaS applications
• Proven Shopify experience
• Familiarity with Microsoft Teams and O365 suite applications
• Flexibility to work across Americas time zone, including weekend availability
• Strong independent working style with high self‑motivation
• Flexibility to work across European and APAC time zones, including weekend availability

• Fluency in a second (or third) language
• Additional e‑commerce platform experience

• Provide comprehensive customer support across multiple channels:
  • Email
  • Live chat
  • Social media
  • Telephone support
• Conduct personalised onboarding and setup sessions via video calls
• Develop and maintain help documentation and tutorials
• Analyse and track feature requests and support trends
• Contribute to continuous improvement of our support processes

• Work with a self‑funded, profitable company that prioritises customer success
• Collaborate with an international team spanning 17 countries
• Make a meaningful impact on company growth
• Enjoy a dynamic, meeting‑light work environment
• Opportunity for significant personal and professional development

• Supporting over 10,000 merchants worldwide
• Team members in 17 countries
• 24/7 coverage across global time zones
• Cutting‑edge e‑commerce solutions

Zapiet is an equal opportunity employer committed to creating an inclusive environment for all team members.