Shopify Merchant Support Specialist

6 days, 21 hours ago
Full-time
Mid Level
Customer and Technical Support
Fresh Prints

Fresh Prints

Fresh Prints specializes in providing custom apparel and promotional products, offering over 1000 designs and 500 branded items tailored to the latest retail fashion trends, with a focus on serving student groups and organizations across various campuses.

Textiles, Apparel & Luxury Goods
251-1K
Founded 2009

Description

  • Deliver prompt, best-in-class customer support by responding to customer inquiries across email, Slack, and chat.
  • Troubleshoot technical issues, identify root causes, and provide solutions or escalate issues when needed.
  • Become a product expert to answer customer questions quickly and accurately.
  • Manage 20–30 open customer conversations at a time.
  • Own follow-ups and ensure all support tickets are resolved in a timely manner.
  • Collaborate with internal teams on escalated or complex customer issues.
  • Identify trends in support issues and share insights with product, tech, and operations teams.
  • Contribute to internal knowledge-sharing through documentation, training, and other support materials.

Requirements

  • Proven experience supporting Shopify merchants.
  • Excellent communication and problem-solving skills.
  • Ability to think on your feet and enjoy helping people.
  • Comfortable wearing many hats and juggling priorities.
  • Ability to multitask, stay organized, and manage time effectively.
  • Experience in e-commerce, SaaS, or analytics is a plus.
  • Familiarity with Tableau, Looker, SQL, or BI platforms is a bonus.
  • Comfortable providing weekend support.

Benefits

  • Competitive salary and equity package.
  • Flexible vacation and PTO.

Interested in this position?

Apply directly on the company website

Apply Now

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