Product Support Engineer

As a Customer Support Specialist at Loop, you will play a crucial role in delivering exceptional customer experiences through various channels like chat, email, and Slack. Your main responsibilities will revolve around resolving product-related queries, troubleshooting technical issues, and ensuring high Customer Satisfaction (CSAT) by providing timely, empathetic, and accurate support to our valued merchants. Collaboration with internal teams, identifying process gaps, and staying updated on product improvements will be key to driving 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 enhance support efficiency. - Maintain quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video). - Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, utilizing internal documentation and staying abreast of product changes. - Identify trends and report missing documentation to relevant teams. - Address outages or critical issues promptly, ensuring timely communication with engineers and managers. - Offer outbound video support as requested. **Qualifications Required:** - 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. - Bachelor's 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. Loop, as a subscription management platform focused on e-commerce brands on Shopify, is scaling rapidly with a strong product and exceptional merchant experience. The company values high agency action, ethics, positive attitude, and impact-driven approaches. With $10M+ ARR achieved organically by a small, high-performing team, Loop believes in achieving more with less. Perks: - Annual Leaves - Free lunch and snacks - Annual company retreat - Insurance *Please Note: This job description is based on the provided information and may be subject to updates or changes.*,