Customer Support Specialist

Responsibilities:

• Support delivery: Own the resolution of merchant issues across chat, email, and calls. Diagnose accurately, respond with empathy and clarity, and see each case through to a confident close. Escalate complex, high-impact, or time-sensitive issues to the Support Team Lead promptly and with clear, complete context so nothing stalls in handoff.
• Service quality and consistency: Ensure every response reflects Shoplift's standards for accuracy, tone, and helpfulness. Use support macros correctly and flag any that are outdated or misaligned with current product behavior so they can be corrected quickly. Deliver the consistency merchants expect regardless of who picks up their ticket.
• Product and platform expertise: Maintain deep, current knowledge of how A/B testing, experiment setup, and CRO workflows function for merchants day to day, and understand enough of the underlying Shopify environment to reason about issues in context. Product fluency is what separates a good answer from a resolution that actually moves the merchant forward.
• Cross-functional collaboration: Partner with Product and Engineering by reproducing issues cleanly, documenting them clearly, and surfacing recurring patterns that point to deeper fixes. Meet support SLA targets across priority levels and keep tickets moving on the "waiting on us" side of any dependency.
• Retention and expansion signal: Recognize retention risk and expansion opportunity in the course of support conversations, and route those signals quickly and accurately to the relevant CSM or account owner. Reinforce merchant trust and satisfaction in every interaction.
• Continuous improvement: Strengthen self-serve and AI-enabled support by identifying gaps in documentation, macros, and help content, and recommend improvements to tools, training, and enablement based on what you see in the queue. Support the ramp of new teammates by sharing knowledge and modeling the service standard

What We’re Looking For:

Must-haves:

• Shopify ecosystem experience. You've worked in or around the Shopify platform and understand how merchants operate within it, including apps, themes, and the merchant admin. You can speak a merchant's language from day one.
• Direct-to-consumer fluency. You understand the DTC and ecommerce world, how online brands think about conversion and growth, and the pressures merchants face. This context lets you prioritize correctly and respond with credibility.
• Proven front-line support experience delivering high-quality service across chat, email, and phone.
• Strong verbal and written proficiency with English, with the ability to explain technical concepts clearly and empathetically to non-technical merchants.
• Strong diagnostic instincts and a bias toward full resolution over deflection.
• Comfort working at pace in a high-growth environment where processes are still being built.