Merchant Support Specialist
Role Overview
As a Merchant Support Specialist at Zapiet, you will provide comprehensive customer support across email, live chat, social media, and phone, while conducting personalized onboarding sessions via video calls. You will also develop help documentation, analyze support trends, and contribute to improving support processes, working independently across Americas time zones with weekend availability.
Perks & Benefits
Join a self-funded, profitable company with a global team spanning 17 countries and a meeting-light environment. Enjoy the flexibility of remote work with 24/7 coverage across time zones, and opportunities for significant personal and professional development in a dynamic e-commerce setting.
Full Job Description
Headquarters: United Kingdom URL: https://www.zapiet.com/
The Role We're seeking two exceptional Merchant Support Specialist's to join our global team. This role is critical in ensuring our merchants succeed by providing world-class support and insights that drive our product development. Who We're Looking For Required Qualities
A patient, empathetic professional with a great sense of humour Exceptional written and verbal communication skills in English Tech-savvy and proficient with SaaS applications Proven Shopify experience Familiarity with Microsoft Teams and O365 suite applications Flexibility to work across Americas timezone, including weekend availability Strong independent working style with high self-motivation\ Flexibility to work across European and APAC time zones, including weekend availability
Bonus Qualifications
Fluency in a second (or third) language Additional e-commerce platform experience
Key Responsibilities
Provide comprehensive customer support across multiple channels:
Email Live chat Social media Telephone support
Conduct personalized onboarding and setup sessions via video calls Develop and maintain help documentation and tutorials Analyse and track feature requests and support trends Contribute to continuous improvement of our support processes
Why Join Zapiet?
Work with a self-funded, profitable company that prioritizes customer success Collaborate with an international team spanning 17 countries Make a meaningful impact on company growth Enjoy a dynamic, meeting-light work environment Opportunity for significant personal and professional development
Our Global Footprint
Supporting over 10,000 merchants worldwide Team members in 17 countries 24/7 coverage across global time zones Cutting-edge e-commerce solutions
How to Apply If you're passionate about supporting merchants and ready to make a difference in e-commerce, we want to hear from you! Zapiet is an equal opportunity employer committed to creating an inclusive environment for all team members.
To apply: https://weworkremotely.com/remote-jobs/zapiet-merchant-support-specialist-2
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