About the Company
Shopify is a leading global commerce company providing essential internet infrastructure for commerce, offering trusted tools to start, scale, market, and manage a retail business of any size. We are dedicated to making commerce better for everyone, so businesses can focus on what they do best: building and selling their products. Join a culture that values innovation, collaboration, and continuous learning, all while empowering entrepreneurs worldwide.
Job Description
As a Virtual User Support Representative at Shopify, you will be the first point of contact for our merchants, providing exceptional support and guidance on using the Shopify platform. This remote role requires a deep understanding of our products, excellent problem-solving abilities, and a passion for helping others succeed. You will respond to inquiries via chat, email, and occasionally phone, troubleshooting technical issues, providing detailed instructions, and ensuring a seamless experience for our diverse user base. We are looking for empathetic individuals who can communicate complex information clearly and maintain a high level of customer satisfaction in a fast-paced, virtual environment.
Key Responsibilities
- Provide world-class support to Shopify merchants through various channels, including chat, email, and occasional phone calls.
- Diagnose and resolve technical issues related to the Shopify platform, apps, themes, and integrations.
- Educate merchants on product features, best practices, and effective use of the platform to grow their businesses.
- Document and track all interactions and resolutions in our CRM system.
- Collaborate with internal teams, including product and engineering, to escalate complex issues and provide feedback for product improvements.
- Stay up-to-date with new product releases, updates, and support tools.
- Contribute to a positive and collaborative team environment, sharing knowledge and best practices.
Required Skills
- Excellent written and verbal communication skills in English.
- Proven experience in a customer service or technical support role.
- Strong problem-solving and analytical abilities.
- Ability to learn new software and technologies quickly.
- Comfortable working independently in a remote setting.
- Empathy and a genuine desire to help users.
- Strong organizational skills and attention to detail.
Preferred Qualifications
- Experience with e-commerce platforms or online retail.
- Familiarity with HTML, CSS, or basic web development concepts.
- Previous experience with CRM software (e.g., Salesforce, Zendesk).
- Experience working in a remote or distributed team environment.
- A passion for entrepreneurship and supporting small businesses.
Perks & Benefits
- Comprehensive health, dental, and vision benefits.
- Flexible paid time off and holidays.
- Home office setup allowance and ongoing tech support.
- Opportunities for professional development and career growth.
- Access to a global network of talented colleagues.
- Employee stock purchase plan (ESPP).
- Generous parental leave policy.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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