Remote Support Specialist

About the Company

Shopify is a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size. We believe in empowering entrepreneurs worldwide and are driven by our mission to make commerce better for everyone. Our culture is built on a foundation of diversity, innovation, and a passion for our merchants’ success. Join a team where your contributions directly impact millions of businesses around the globe.

Job Description

Are you passionate about helping others and eager to kickstart your career in tech? Shopify is looking for a dedicated and empathetic Remote Support Specialist to join our growing team. This is an entry-level position perfect for individuals who are natural problem-solvers, possess excellent communication skills, and are keen to learn about e-commerce and technical support. You will be instrumental in providing world-class support to our merchants, guiding them through technical challenges, and ensuring their success on the Shopify platform. This is a 100% remote position, offering you the flexibility to work from your home office while being an integral part of our global team.

Key Responsibilities

• Provide front-line technical support to Shopify merchants via email, chat, and occasionally phone, addressing their inquiries and issues promptly and professionally.
• Troubleshoot technical problems related to the Shopify platform, apps, and various integrations, guiding merchants towards effective solutions.
• Document and track all interactions and resolutions in our support system, ensuring clear and comprehensive records.
• Escalate complex issues to senior support specialists or relevant internal teams when necessary, providing thorough context.
• Stay up-to-date with new Shopify features, products, and best practices to provide accurate and relevant support.
• Contribute to the continuous improvement of our support resources and processes by providing feedback and insights.
• Educate merchants on how to best utilize Shopify's tools and features to achieve their business goals.

Required Skills

• Exceptional written and verbal communication skills in English.
• Strong problem-solving abilities and a methodical approach to troubleshooting.
• A genuine desire to help people and provide outstanding customer service.
• Comfortable with technology and a quick learner of new software applications.
• Ability to work independently in a remote environment while maintaining team collaboration.
• High level of empathy and patience when dealing with merchant inquiries.

Preferred Qualifications

• Prior experience in a customer service, retail, or hospitality role.
• Familiarity with e-commerce platforms or online business operations.
• Basic understanding of HTML/CSS or web technologies.
• Fluency in additional languages (e.g., French, Spanish).

Perks & Benefits

• Comprehensive health, dental, and vision benefits.
• Generous paid time off and flexible work arrangements.
• Parental leave programs.
• Home office stipend and technology setup support.
• Opportunities for professional development and career growth within Shopify.
• Access to a supportive and inclusive remote-first company culture.
• Employee stock purchase plan.
• Wellness programs and resources.

Apply Now