Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2, SBT (UTC +11), GMT (UTC +0), CET (UTC +1), EET (UTC +2), MSK (UTC +3), AST (UTC -4), FKST (UTC -3), NST (UTC -3:30), CEST (UTC +2), BST (UTC +1), JST (UTC +9), CST (UTC +8), WIB (UTC +7), MMT (UTC +6:30), BST (UTC +6), NPT (UTC +5:45), IST (UTC +5:30), UZT (UTC +5), IRDT (UTC +4:30), GST (UTC +4).

We’re seeking an exceptional Merchant Support Specialist to join our team. Founded in the UK in 2015 by Andrew Cargill, we are a remote-first company helping thousands of merchants worldwide succeed. We give retailers the flexibility and convenience to serve their customers using powerful, versatile tools for the Shopify platform.

Our apps stand out in the market thanks to our extensive e-commerce experience and the strong relationships we build with our growing client base. Our Zapiet – Pickup + Delivery

app alone is used by more than 8,500 stores in over 150 countries, from pop-up stands to Fortune 500 brands.

We provide outstanding support that helps our clients unlock the full potential of an online store integrated with their physical business. The insights we gain by working closely with stores inform product development and support our expanding collection of high-quality pickup, delivery, and shipping tools.

We are currently hiring two full-time roles: one based in Europe and the other in a Pacific time zone.

About you:
– You’re patient, empathetic, and good-humoured.
– You’re flexible with working hours and can work weekends.
– You’re independent, self-motivated, and able to stay productive without constant oversight.
– You have excellent written and verbal English skills (professional but friendly).
– You’re comfortable with technology and efficient with SaaS applications.
– You have experience using Shopify (essential).
– We support applications in five languages and more are coming—having a second language is a big advantage.

Your responsibilities will include:
– Replying to customer support requests via email, live chat, social media, and phone.
– Onboarding and setting up new merchants during one-on-one video support sessions.
– Keeping help documentation and tutorials up to date.
– Monitoring feature requests and support trends.

Why work with us?
– We’re a young, ambitious company that only answers to our customers.
– You’ll work with great colleagues around the world.
– This is a real chance to make a major impact on our growth and your career.
– No bureaucracy and no pointless meetings.
– Strong benefits and global team meetups.

Who is Zapiet?
– We create popular e-commerce apps that power 11,000+ merchants across 150+ countries.
– We’re a self-funded, profitable company launched in 2015.
– We’re fully remote, with team members in 14 countries covering 24 hours a day.