We are a small team of four that has been creating tools for Shopify merchants for over two years. Our growth has been steady, and we’ve now reached a stage where we need a dedicated customer support representative.

Until now, even without a full-time support role, we have always prioritized customer support, as reflected in our app’s excellent rating. We’re now looking to elevate our support to an even higher standard.

As our first customer support representative, you will play a key role in the team. You will help us build the systems and processes that future support team members will rely on.

You will also have opportunities to explore other areas of the business and potentially transition into new roles later on. We value initiative, and it’s easy to create a new position for yourself if it contributes to the company’s success.

For time zone alignment and multilingual skills, applicants from Morocco are especially encouraged to apply.

Some of the main responsibilities:

• Communicating with customers through live chat or email and addressing their issues
• Continuously learning about our app’s features and the broader Shopify ecosystem to better assist customers
• Collecting product feedback from merchants and proposing improvements
• Handling some tasks outside of customer support (such as researching tools, writing blog posts, or creating mockups), assigned based on your strengths and interests

Requirements:

• Excellent written and spoken communication skills
• Enjoy engaging with people and solving their problems
• Ability to handle difficult customers (though they are rare)
• Comfortable discussing technical topics at a high level
• Able to work with basic CSS and JS and willing to learn more if needed
• Willing to write technical documentation or articles
• Open to taking on tasks beyond customer support (we are a small startup and everyone wears multiple hats)
• Availability for at least four hours of overlap with GMT+7 between 9 AM and 6 PM

Nice to have:

• Experience with Shopify, especially theme development or customization
• Experience working in B2B SaaS
• Knowledge of additional languages (especially French, Spanish, or Italian)
• Any other skills valuable in a startup environment (such as marketing, SEO, video editing, etc.)

Salary: Negotiable