Technical Customer Care Specialist

Overview
Notify Me! helps Shopify merchants never miss a sale due to out-of-stock products. Our app, Notify Me! Back in Stock & Pre Order, empowers stores to recover lost revenue through smart inventory alerts and pre-order tools. We're a friendly, fast-moving team on a mission to build products merchants love.

We're looking for a Technical Customer Care Specialist who goes beyond tickets and templates — someone who can support technically complex products with clarity, empathy, and precision. This role requires strong communication skills, problem-solving ability, and technical curiosity. If you're energized by helping customers succeed and thrive in a product-driven environment, this is the role for you.

Responsibilities

Delivering Meaningful Customer Experiences

Provide expert, written customer support in English for e-commerce merchants

Help users troubleshoot, configure, and understand how to get the most out of our app

Translate customer feedback and challenges into clear insights for product and engineering

Maintain high satisfaction scores and build long-term user trust

Document support workflows, macros, and solutions to scale knowledge

Collaborate closely with product and tech teams to resolve advanced issues

Test product features and report bugs or UI/UX gaps

Act as a feedback loop from user conversations to product improvements

Analyze patterns in user questions or blockers and proactively suggest solutions

Use tools like Help Scout, Jira, Notion, and Slack to manage and track issues

Continuously improve response quality, ticket handling speed, and issue resolution processes

Own your queue and keep your communication organized, timely, and accurate

Help refine the onboarding experience and contribute to self-service resources

Qualifications

You're tech-savvy and service-oriented — you know how to troubleshoot and teach

3+ years in a customer support or technical helpdesk role, ideally in SaaS or eCommerce

Strong written English — you're comfortable with 100% written communication

Comfortable working during non-standard hours, including evenings or weekends

Proactive mindset: you don't just solve problems — you prevent them

Calm and professional in stressful situations or with frustrated users

Organized and process-driven, yet flexible in a fast-paced environment

Experience with e-commerce platforms (Shopify is a big plus)

Bonus:
Familiarity with HTML/CSS or previous engineering background

What Sets This Role Apart
This is not a stepping stone to other departments — it's a specialist role for someone who's proud to build deep product knowledge and use it to directly help users every day. You'll be part of a close-knit support team that collaborates tightly with engineering and product to help us scale both our platform and customer trust.

Job Details

Seniority level:
Mid-Senior level

Employment type:

Full-time

Job function:
Other

Industries: IT Services and IT Consulting

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