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Job Description & How to Apply Below
We're a small but mighty team of 6 core members (2 support specialists), supporting over 20,000 businesses globally. Bootstrapped and profitable, we're scrappy in our approach to learn and adapt quickly, yet we take great care in the work we deliver.
If this sounds like the kind of place you'd like to work, we'd love to hear from you!
About this role
In this role, you'll have significant ownership of your work, make impactful decisions daily, and report directly to the founders. This is a full-time remote position open to candidates in all timezones.
Support is the foundation of everything we do. Our apps have consistently maintained high ratings on the Shopify App Store because our support team genuinely cares about helping merchants succeed. As one of our early support hires, you’ll get to know our products inside and out and become a go-to expert on how things work under the hood.
You’ll be joining a small but growing support team, where we all wear many hats. You’ll need strong troubleshooting instincts, a curious mind, and a willingness to get into the weeds. You should feel comfortable making judgment calls on UX or product questions, and know when something needs to be escalated.
There’s plenty of room to grow with us, including the opportunity to step into a leadership role.
What we’re looking for:
Someone who’s comfortable diving into technical issues and can confidently support merchants over email and through clear, helpful video recordings.
A strong track record in customer-facing roles, with a focus on delivering thoughtful, efficient support. You listen closely, ask the right questions, and know how to turn a frustrating situation into a positive experience.
Good judgment around what needs to be escalated and what doesn’t. You’ll know when to loop in teammates and how to make that handoff seamless for the merchant.
An eye for patterns and the ability to turn merchant feedback into actionable insights for our product and engineering teams.
The ability to prioritize effectively. You can assess what’s urgent, what’s important, and what can wait, especially when everything feels like it needs attention.
Comfort with change. You stay calm when the product evolves and enjoy picking up new knowledge as you go.
A team-first mindset. You jump in to support others, document what you’ve learned, and share what’s working so we can all move faster together.
Strong communication skills, especially in writing. You know how to keep things clear, friendly, and easy to follow, whether you’re talking to a merchant or a teammate.
Natural troubleshooting instincts. You enjoy working on tricky issues and figuring out what’s actually going on, not just treating the symptoms.
Great attention to detail. You care about getting the small things right, because they add up to a better experience.
A curious mind. You’re always learning, always testing, always a few steps ahead.
The ability to explain complex ideas in a simple way, especially for merchants who aren’t technical.
Experience:
Previous experience in technical support at a SaaS or tech company
Familiarity with Help Scout or other ticketing systems
Hands‑on knowledge of front‑end development (HTML, CSS, browser dev tools)
Working understanding of REST APIs and common data formats like JSON or XML
Comfort with debugging using Chrome Dev Tools, especially for browser or front‑end issues
Knowledge…
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