FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Respond to merchant inquiries across email, and dashboard channels with clarity and empathy.
- Troubleshoot issues related to returns, shipping, payments, and platform configuration.
- Investigate more complex cases escalated by the CX team.
- Collaborate cross-functionally with Product, Ops, Engineering, and Account Managers to resolve customer issues.
- Support merchants with account setup, onboarding questions, and best-practice guidance.
- Document recurring issues and help refine internal processes to improve response times and accuracy.
- Maintain and update internal and external Knowledge Base articles.
- Act as a liaison between merchants and internal teams to ensure feedback is captured and acted upon.
Requirements
What you’ll need- 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
- Strong troubleshooting skills and the ability to break down problems clearly.
- Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).
- Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.
- Empathy, patience, and a calm approach to challenging conversations and ability to multitask, prioritise, and stay organised.
- Comfortable collaborating with multiple internal teams and escalating issues when needed.
- Curiosity and willingness to learn new tools and processes quickly.
- Experience with Intercom or similar support platforms is a bonus.
Benefits
Comp & perks- Competitive base salary 💰
- Stock options in a high-growth startup 🚀
- Competitive PTO with public holidays additional (and your birthday off!) 🌴
- Pension contributions 🛡️
- Private health 🏥
- Gym and wellness benefits 💪
- Mental health benefits 🧠
- Quarterly team offsite budget 🎉
- Thursday happy hour 🍻
- Breakfast Mondays 🥐
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
TroubleshootingE-Commerce PlatformsShipping KnowledgeReturns ManagementAccount Setup Support
Soft Skills
EmpathyPatienceOrganizational SkillsMultitaskingCuriosity