Technical Customer Support Representative for a Shopify app
Role Overview
This is a mid-level technical customer support role at a small, growing startup, where you'll handle customer communications via chat or email to resolve technical issues for a Shopify app. Day-to-day duties include learning app features, summarizing product feedback, performing manual tests, and contributing to tasks like writing technical articles or creating mockups based on your skills. The hire will have a direct impact on enhancing customer support quality and can shape their own role through initiative in areas like marketing or design.
Perks & Benefits
This is a fully remote position with worldwide location, offering flexibility and the opportunity to work from anywhere. The role requires at least a 4-hour overlap with GMT+7 (9am-6pm), providing some schedule flexibility. Career growth is encouraged, as you can carve out new roles based on your interests, such as in marketing or design, within a small, collaborative team that values initiative and wearing multiple hats.
Full Job Description
Headquarters: Hong Kong URL: https://froonze.com
This is a technical role. If you don t possess basic HTML/CSS/JS skills, please do not apply. ____________________________ We are a small team of four people who have been building tools for Shopify merchants for four years. We ve been growing steadily and have now reached a point where we need our second customer support representative. We take customer support very seriously, as evidenced by our app s excellent rating. Now we are ready to take our customer support to an even higher level. Your main responsibility will be communicating with customers and helping them solve technical issues. But you will also have the opportunity to try yourself in other aspects of the business. Initiative is always welcome here. It s easy to carve out your own new role if it brings value to the company. Besides customer support tasks, we are currently in urgent need of people who:
Can research and write excellent technical articles Have Reddit marketing experience Have in-depth SEO knowledge and experience Have basic video production skills to produce technical screencasts Have a good eye for design and can potentially design web pages and illustrations
If you are good at any of the above, please let us know in your application and include relevant samples. Some of the most important duties:
Communicating with customers via live chat or email and resolving any problems they have Continuously learning about the features of our app and the broader Shopify ecosystem to better assist customers Summarizing product feedback from merchants and suggesting new ideas for product improvements Performing manual app tests for new feature releases Handling some non-CS tasks (e.g., researching tools, writing blog posts, creating mockups). These tasks will be assigned based on your natural abilities and interests.
Must have:
Knowledge of basic HTML/CSS/JS and a willingness to learn more if needed Superb written and verbal communication skills Enjoy talking to people and solving their problems Ability to handle hard customers (we have very few of those though ) Proficiency in discussing technical concepts at a high level Ability and willingness to write technical documentation/articles Willingness to perform non-CS tasks (we are a small startup and we all wear multiple hats) Willingness to have at least a 4-hour overlap with GMT+7, between 9am 6pm
Nice to have:
Experience working with Shopify, especially in theme development/customization Experience working with B2B SaaS Additional languages (especially French, Spanish, and Italian) Any other skills useful in a startup (e.g., marketing, SEO, video editing, etc.)
Salary: NegotiableApply: https://forms.gle/RBHkDmY75KXTRPB88
To apply: https://weworkremotely.com/remote-jobs/froonze-technical-customer-support-representative-for-a-shopify-app-1
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