Product Support Engineer

About Loop

Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.

We are scaling rapidly, driven by a strong product and exceptional merchant experience. We grew 5x in 2023, 3x in 2024, and are on track for 2.5x growth in 2025. With $10M+ ARR built through organic channels and a small, high-performing team, we believe in doing more with less.

Our DNA:

• High Agency action over instruction
• High Ethics trust is the foundation
• Positive Attitude solutions over excuses
• Impact-Driven if it doesn't move the needle, it doesn't matter

About the Role

You will be required to deliver exceptional customer experiences through chat, email, and Slack. Youll resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support. This role involves collaborating with internal teams, spotting process gaps, and staying updated on product improvements to drive efficiency and customer satisfaction.

Key Responsibilities

• Resolve product-related queries using chat-based software and manage merchant issues on Slack.
• Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions.
• Proactively identify and resolve process issues to improve support efficiency.
• Meet quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video).
• Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, using internal documentation and staying updated on product changes.
• Identify trends and report missing documentation to relevant teams.
• Address outages or critical issues quickly, ensuring timely communication with engineers and managers.
• Provide outbound video support as requested.

Ideal Profile

• Minimum 3 years of experience in customer support or a related customer-facing role.
• Understanding of JavaScript, HTML, and CSS.
• Initiative-focused mindset with a self-driven approach.
• Strong problem-solving skills and attention to detail.
• Strong communication skills, both written and verbal.
• Bachelors degree in a technology-related field.
• Experience in the SaaS industry.

Good to Have

• Experience in the e-commerce industry.
• Exposure to startup environments and flexibility to adapt quickly.

Perks

• Annual Leaves
• Free lunch and snacks
• Annual company retreat
• Insurance