Mid-Senior
Full-time, 40 hours per week

Flexible availability across US time zones (EST, CST, PST), including weekends

**Reports to:** Head of Merchant Success

**Job description**
We are looking for a Customer Success Representative with strong technical skills and hands-on experience using AI tools and vibe coding as part of their daily workflow. The ideal candidate is comfortable working with AI-powered builders, troubleshooting technical issues, and helping merchants build and improve their websites. Experience and a solid understanding of subscription commerce and ecommerce platforms are a strong advantage. This is a fully remote, full-time position that requires flexibility across US time zones and occasional weekend availability.

**Job purpose**
As a Customer Success Representative, you will help Subbly merchants successfully run and grow their businesses while supporting adoption and effective use of Subbly’s **AI Website Builder**. You will provide prompt, friendly, and effective support through chat and email via Intercom, live calls, daily webinars hosted on Google Meet, and community channels such as Slack and Facebook.

You will work directly with merchants inside the **AI Website Builder**, helping them shape, refine, and troubleshoot their site builds. You will also act as a link between merchants and Subbly’s product and engineering teams by advocating for customer needs, identifying recurring patterns, and sharing actionable insights based on real-world usage.

**Duties and responsibilities**
– Be the first responder for incoming inquiries from merchants, customers, partners, and leads across all channels, including Intercom, Slack, and Facebook
– Provide hands-on support inside the **AI Website Builder**, including tailoring prompts, debugging layouts, and helping merchants achieve high-quality website results
– Maintain a strong understanding of the Subbly ecosystem, including AI tools, competitive positioning, platform limitations, and best-practice workaround strategies
– Moderate and participate in the Slack and Facebook communities, focusing on education, communication tone, and vibe-based engagement
– Handle inbound requests related to billing, product education, feature use cases, and technical troubleshooting
– Escalate technical failures, chargeback risks, frustrated customers, and undocumented edge cases with appropriate urgency
– Document solutions for FAQs, platform workflows, **AI Website Builder** instructions, and technical limitations through help articles and tutorial videos
– Write merchant-facing updates, including feature announcements, onboarding flows, and progress updates on technical issues
– Collaborate with cross-functional teams by documenting and escalating feature requests, integration needs, and product improvements

**Vibe coding and AI tooling experience (preferred)**
– Experience with AI-assisted building tools such as Lovable, Bolt, Replit, or Base44
– Familiarity with AI-driven website/UI generation platforms such as Vercel v0, **https://www.builder.io** AI, Framer AI, Wix ADI, or similar tools
– Ability to iterate on AI outputs, improve prompt quality, and guide merchants toward best practices when using AI-powered builders

**Accountabilities**
– Merchant satisfaction and long-term retention
– **AI Website Builder** adoption and build-quality outcomes
– Merchant onboarding success rate
– Community engagement and education quality

**Key metrics**
– Customer happiness scores in Intercom
– First response and resolution times
– **AI Website Builder** usage and adoption rate
– Churn rate
– Trial-to-paid conversion rate influenced by Customer Success engagement

**Key stakeholders**
– Subbly merchants
– Head of Merchant Success
– Product team
– Engineering team

**Qualifications and skills**
– At least 2 years of proven experience in SaaS customer support, customer success, technical support, or account management
– Proficiency with AI tools used daily, including OpenAI, Anthropic, Google models, and similar AI platforms
– Experience with ecommerce or subscription platforms such as Shopify, Magento, BigCommerce, Squarespace, Wix, WooCommerce, Etsy, or WordPress
– Strong knowledge of ecommerce best practices
– Excellent written and verbal communication skills in English (French or Spanish is a plus)
– Experience with Intercom, Slack, Loom, Asana, and Google Workspace
– Creative problem-solving skills with strong attention to detail
– Ability to work flexible hours across EST, CST, and PST time zones, including weekends when needed

$10,000 — $30,000/year