Product Support Specialist

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.

Qualifications

• Minimum 1 year of experience in customer support or a related customer-facing role.
• Initiative-focused mindset with a self-driven approach.
• Strong problem-solving skills and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to multitask and collaborate with different teams.
• Bachelors degree in a technology-related field.
• Strong knowledge of Google Sheets, Slides, or equivalent MS Office tools.
• Experience in the SaaS industry.
• Interest in continuous learning and growth opportunities.
• Competitive, team-oriented mindset.

Good to Have

• Understanding of JavaScript, HTML, and CSS.
• Experience in the e-commerce industry.
• Exposure to startup environments and flexibility to adapt quickly.