Remote Customer Service Agent (Chat & Email Support)

About the Company

Shopify is a leading global commerce company, providing tools for entrepreneurs to start, run, and grow their businesses. We believe in empowering independent business owners and are dedicated to making commerce better for everyone. Our mission is to make commerce simpler, more accessible, and more democratic. We’re a fast-paced, innovative environment driven by impact and continuous improvement. Join a company that is shaping the future of retail and supporting millions of businesses worldwide.

Job Description

We are seeking a dedicated and empathetic Remote Customer Service Agent to join our growing support team. In this role, you will be the first point of contact for Shopify merchants, providing exceptional support exclusively through chat and email channels. Your primary focus will be to help merchants resolve technical issues, navigate platform features, and optimize their online stores to succeed. This is a 100% remote position, offering you the flexibility to work from anywhere within Canada while contributing to a global team.

Key Responsibilities

• Provide high-quality customer support to Shopify merchants via live chat and email, ensuring timely and accurate responses.
• Troubleshoot and resolve a wide range of merchant inquiries related to store setup, payments, themes, apps, and general platform functionality.
• Educate merchants on Shopify features and best practices to help them grow their businesses.
• Maintain detailed and accurate records of all customer interactions and resolutions in our CRM system.
• Collaborate with internal teams, including technical support and product development, to escalate complex issues and provide comprehensive solutions.
• Continuously learn and stay updated on new Shopify features, products, and policies.
• Identify and report recurring issues or trends to help improve our products and services.
• Contribute to a positive and supportive team environment.

Required Skills

• Excellent written communication skills with a strong command of English grammar and spelling.
• Demonstrated empathy and a customer-first mindset.
• Strong problem-solving abilities and analytical thinking.
• Proficiency with web-based applications and comfort learning new technologies quickly.
• Ability to work independently and manage time effectively in a remote environment.
• Previous experience in a customer service, help desk, or technical support role.
• High attention to detail and accuracy.

Preferred Qualifications

• Experience working in a remote customer service role.
• Familiarity with the Shopify platform or other e-commerce platforms.
• Experience with CRM software (e.g., Salesforce, Zendesk).
• Basic understanding of HTML/CSS for troubleshooting purposes.
• A passion for entrepreneurship and supporting small businesses.

Perks & Benefits

• 100% remote work flexibility within Canada.
• Comprehensive health, dental, and vision benefits.
• Paid time off and flexible vacation policy.
• Generous parental leave program.
• Opportunities for professional development and career growth.
• Employee stock options program.
• Wellness programs and resources.
• Discounts on Shopify products and services.

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