Remote Customer Service Agent (Chat/Email)

About the Company

Shopify is a leading global commerce company that provides tools to start, run, market, and manage a retail business of any size. We are committed to making commerce better for everyone, so businesses can focus on what they do best: building and selling their products. Join our diverse team and help shape the future of commerce.

Job Description

Shopify is looking for dedicated and empathetic individuals to join our team as a Remote Customer Service Agent, specializing in chat and email support. In this 100% remote role, you will be the first point of contact for our merchants, providing exceptional support and guidance on using the Shopify platform. You will help troubleshoot issues, answer product-related questions, and empower merchants to succeed by ensuring a smooth and positive experience. This is an excellent opportunity for someone passionate about customer service, technology, and helping entrepreneurs thrive, all from the comfort of their home.

Key Responsibilities

• Provide high-quality customer support to Shopify merchants via chat and email channels, addressing inquiries and resolving issues efficiently and effectively.
• Guide merchants through various features of the Shopify platform, including store setup, theme customization, app integration, and order management.
• Troubleshoot technical issues and provide clear, step-by-step instructions for resolution, escalating complex problems to specialized teams when necessary.
• Maintain a deep understanding of Shopify's products, services, and policies to provide accurate and up-to-date information.
• Document interactions and solutions accurately in the customer relationship management (CRM) system.
• Collaborate with internal teams to improve processes, identify common merchant pain points, and contribute to self-help resources.
• Continuously learn and adapt to new product features and updates within the Shopify ecosystem.

Required Skills

• Excellent written communication skills with strong grammar and spelling accuracy in English.
• Proven experience in a customer service role, preferably in a tech or e-commerce environment.
• Strong problem-solving abilities and a methodical approach to troubleshooting.
• Ability to empathize with customers and provide patient, clear, and helpful support.
• Comfortable working independently in a remote environment with strong self-motivation.
• Proficiency with CRM software and general computer navigation.
• Ability to multitask and manage multiple chat conversations or email threads simultaneously.

Preferred Qualifications

• Fluency in French (both written and spoken) is a significant asset.
• Familiarity with the Shopify platform as a merchant or user.
• Experience with HTML/CSS or basic web development concepts.
• Prior experience in a remote work setting.
• A passion for entrepreneurship and supporting small businesses.

Perks & Benefits

• Comprehensive health, dental, and vision benefits.
• Flexible work schedule and a fully remote work model.
• Generous paid time off and parental leave policies.
• Opportunities for professional development and career growth.
• Employee stock purchase plan and retirement savings program.
• Access to a vibrant and supportive remote team culture.
• Stipend for home office setup and internet costs.

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